Course Name : Communication Skills for Call Centre Staff
Course Code : COM-140
Course Duration : 5 Day(s)
Course Objectives:
To provide participants with the appropriate language functions and voice control to handle call centre customers effectively.
Expected Accomplishments:
At the end of the course, participants will be able to:
- Use appropriate style of language and correct tone of voice when dealing with customers at call centres.
- Implement correct language functions to suit different call contexts
- Practice polite interpersonal skills
- Change negative phrases to positive
- Give clear oral/written instructions
Who can benefit:
This course aims to improve the abilities and skills of especially CSRs with regard to training.
Prerequisites:
Completion of General English-Elementary level course or equivalent level of English.
Course Outline:
Vocabulary
- Contact Centre Vocabulary
- Common Misspelled Words
- British & American Differences
- Acronyms
- Confusing words
Product Awareness
- Product overview
- Product Presentation
Communication Strategies
- Back to Back... Face to Face
- "Attitude"
- CSR-Customer Scenario
- The Call Suggestions
The Right Language
- Customer Queries
- Customer 'Concerns'
- Negative Vs Positive
- Summary - Mind Map
Effective Writing
- Taking Messages/Notes
- E-mail Style
- Memos-The Five Cs
- Parts of a Memo
Delivery Method:
Instructor-led classes with presentations / demonstrations, videotapes, task-based written activities, communicative role-plays and individual projects.
Related Training:
- English for Sales and Marketing
- General English-Pre-Intermediate
- Communicating Effectively in Business
- Basic Memo Writing Skills
