Call Centre & Customer Service Training Course

John Academy presents Call Centre & Customer Service Training Course

Call Centre & Customer Service Training Course

Course Description

Are you currently a call centre agent? Or are you someone who is in charge in customer service? Are you planning to learn more about his job but don't know where? Then this training course will be a very big help for you to know how customer service works and why it works that way. Almost everyone knows how customer services can make or break any business. These services help your clients be assured that you are available when problems arise. To know more about customer service, you will learn how to identify different types of buying motivations. You will need to learn about SMART goals and familiarise yourself with strategies that can improve communication skills. You will also learn the importance of phone etiquette and learn how to use it. You will learn all the necessary skills, knowledge and information about call centre &... Read More »

Are you currently a call centre agent? Or are you someone who is in charge in customer service? Are you planning to learn more about his job but don’t know where? Then this training course will be a very big help for you to know how customer service works and why it works that way.

Almost everyone knows how customer services can make or break any business. These services help your clients be assured that you are available when problems arise. To know more about customer service, you will learn how to identify different types of buying motivations. You will need to learn about SMART goals and familiarise yourself with strategies that can improve communication skills. You will also learn the importance of phone etiquette and learn how to use it. You will learn all the necessary skills, knowledge and information about call centre & customer service training in this John Academy course.

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Course Details:

Target Audience

  • Call centre agents or customer service representatives who need to acquire skills for their profession.
  • People who are interested in call centre customer service training.

Access Timeframe

1 Year

Prerequisites

  • This course is available to all learners, of all academic backgrounds.
  • Learners should be aged 16 or over to undertake the qualification.
  • Good understanding of English language, numeracy and ICT are required to attend this course.
Certificate Info:

Type of Certification

Accredited Certificate of Achievement / Certificate of Completion

Format of Certification

Digital and Print

Professional Association/Affiliation

The certificate of achievement is accredited by the International Accredited Organisation (IAO) and Continuing Professional Development (CPD) qualifications standards.

The certificate of completion is accredited by the Continuing Professional Development (CPD) qualifications standards.

Method of Obtaining Certification

The learner may choose one of three options for this course: No Certificate, Digital Certificate or Printed Certificate. If the learner chooses the no certificate option, they only have course access and do not receive a certificate. The Digital Certificate gives the learner course access and a digital PDF accredited certificate of achievement will be sent to them upon successful exam completion. The Printed Certificate gives the learner course access and a hard copy accredited certificate of achievement that will be mailed to them upon successful exam completion. At the end of the course, they will be required to sit an online multiple-choice exam. The exam will be assessed automatically and immediately so that the learner will instantly know whether they have been successful.

If the learner does not wish to complete the exam, but completes the course successfully, they can obtain a certificate of completion for an additional fee through John Academy.

Course Outline

  • Module One - Getting Started
  • Module Two - The Basics (I)
  • Module Three - The Basics (II)
  • Module Four - Phone Etiquette
  • Module Five - Tools
  • Module Six - Speaking Like a Star
  • Module Seven - Types of Questions
  • Module Eight - Bench Marking
  • Module Nine - Goal Setting
  • Module Ten - Key Steps
  • Module Eleven - Closing
  • Module Twelve - Wrapping Up
  • Call Centre & Customer Service Training Course - Activities
  • Recommended Reading: Call Centre & Customer Service Training Course
  • Mock Exam - Call Centre & Customer Training
  • Final Exam - Call Centre & Customer Training

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