Customer Service

Customer service roles are often undervalued as regards training and skills development. This three-day course seeks to build skills and confidence in customer contact situations, such as providing advice and support and dealing with complaints.

The course will also instruct students on basic contact centre and help desk procedures and operations. Students will learn to manage personal development and develop professional attitudes, such as integrity, entrepreneurship, and time management.

Target audience

This course is designed for new or intending sales consultants, customer service advisors, and administrators.

No previous experience or training in business skills is required, though students should possess basic numeracy and literacy and ideally have a basic understanding of using computers and software applications, such as Microsoft Word.

Course content

Contact Centre - Customer Service Identify job roles and career progression in the contact centre industry . Recognise some of the compliance issues facing contact centres . Describe the importance of customers and a customer service attitude

Contact Centre - Handling Support Calls   Identify important communication skills, such as active listening . Describe the process of dealing with a support request . Identify the elements of good spoken and written etiquette . Understand the use of empathy to provide good customer service

Contact Centre - Product Support   Develop an awareness of industry standards and market conditions . Know how to give good advice about products and services . Understand the importance of representing a company's brand . Understand the importance of processing transactions accurately

Contact Centre - Problem Management   Describe the importance of logging support requests . Identify information necessary to provide an accurate support log . Understand how to keep the customer informed of progress . Identify the steps necessary to closing the support request . Understand when and how to escalate a support request . Understand the concept of ownership . Prioritise calls systematically

Contact Centre - Quality Assurance   Identify procedures for Quality Assurance (QA) . Define service standards using a Service Level Agreement (SLA) . Identify metrics used to measure quality assurance . Understand methods for measuring customer satisfaction

Business Skills - Personal Development  Write a Personal Development Plan . Describe the skills development model . Understand the use and procedures of appraisals . Understand the use of other techniques to monitor and improve performance in the workplace . Identify personal attitudes important to success in business

Business Skills - Time Management   Describe working patterns and response times for tasks . Distinguish goals objectives priorities and tasks . Perform effective diary management . Identify Time Thieves

Business Skills - Stress Management   Identify the causes of stress . Describe indicators of stress . Use stress relieving techniques

Business Skills - Team Working   Use models to describe task achievement and team roles . Understand the stages of team development

Business Skills - Implementing Change   Describe the reasons for and effect of change . Understand the process of transition . Identify the benefits of a successful change management plan

Business Skills - Conflict Management   Recognise and describe conflict situations in the workplace . Identify attitudes and techniques used by successful negotiators . Understand the use and benefit of assertive techniques over aggressive or non-assertive ones . Identify methods to improve personal effectiveness . Use techniques to manage conflict with customers

Contact Centre - Problem Solving   Analyse and define a problem . Understand and use different questioning techniques . Use basic troubleshooting procedures and techniques . Perform Root Cause analysis . Use creative thinking and brainstorming techniques

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