Call Center & Telemarketing Skills Training and Certification is designed for call center, help desk, customer service and technical support professionals. Students will learn best practices, skills and techniques for effective, high-quality front-line customer care. The course presents opportunities to learn and practice skills that build customer relationships and create a positive business image.
After the training, participants will be able to recognize customers’ needs and adapt strategies to meet those needs. The course focuses on relationship building skills and problem resolution techniques that can be applied first and foremost to customer interactions.
Who Should Attend?
- Front-line contact center and help desk professionals, and team leads
- Quality assurance professionals, coaches, and mentors that lead, evaluate quality, and develop front-line contact center and help desk service professionals.
- Learn how to assess customers’ preferred communications styles
- Practice steps in the contact resolution process, including effective listening, response and conflict management skills
- Apply newly-learned skills that result in quality, efficiency, and professionalism throughout customer interactions
Course Benefits:
- Explore the personal paradigms, attitudes and motivators that influence caller behavior
- Learn how to assess customers’ preferred communications styles
- Practice steps in the contact resolution process, including effective listening, response and conflict management skills
- Apply newly-learned skills that result in quality, efficiency, and professionalism throughout customer interactions
Course Contents
- You & I (Greetings)
- My Family (Level 1)
- School Life (Level 1)
- Food
- Time and Weather
- Jobs
- Hobbies
- Transport & Travel
- My Friend & I
- My Family (Level 2)
- Shopping
- School Life (Level 2)
- Environment and Health
- Fashion and Entertainment
- Media
- Travel
- Introduction & Recommendation
- Home and Shopping
- School Life (Level 3)
- Health
- Entertainment
- News and Media
- Travel and custom
