Master Class in Contact Centre Skills for Call Handlers (2 Days)

“In today’s customer focused world you need to be sure that every contact with your centre is dealt with to the highest standards providing a lasting impression with your customer. Today the business world revolves around personal service and globalisation. As a result, the telephone has become the way to do business. And of course while this brings opportunities, you need to be sure that your all of your staff have the skills necessary to capitalize.

With more demands on our time, it is more important than ever that your telephone based staff can handle the needs of each customer creating a lasting impression…Not forgetting all sales opportunities!

By attending the Master Class, delegates will understand how to develop the “Positive Mental Attitude” necessary to thrive in the modern “Contact Centre” but also how they can become part of a winning team. Delegates will also learn the telephone skills needed to be successful in both sales and service environments while recognising how complaints can be used to their advantage. The course has been designed to highlight the importance of the role and the impact that they can have within their business. The course is generic across industry and sector.

Who should attend this Master Class in Contact Centre Skills?

This highly practical and interactive course has been specifically designed for:

• Customer facing staff wanting to develop better telephone skills
• Any telephone based staff (Sales and Service)
  • Help Desk
  • Mail Order
  • Credit Control
  • Inbound and Outbound Staff
  • Help Desk Staff

•  Anyone involved in delivering customer service within the organisation:
  • Internally
  • Externally
  • Complaint handling
  • Administration staff wanting to develop telephone skills

• Office based staff who need to become more skilled in telephone techniques