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Course Overview

A satisfied customer is an asset in business, and it’s not only the product itself but also the customer service that affects customer satisfaction. It’s not unusual that a customer may receive a defective product, yet, good customer service can win the heart of a customer even if they receive a defective product. A call centre is a core part of business operations. To ensure better customer service and the success of a call centre depends on the trained employees behind the calls. 

This Call Centre & Customer Service Training Course is designed to equip you with the necessary skills to answer questions, overcome objections and ultimately close the deal. In this course, you’ll learn about phone etiquette and how to build rapport with customers. You’ll have a clear understanding of common customer questions and how to address them. Besides, you’ll learn how to speak like a STAR and what it means, as well as benchmarking and key steps to success. The final section of this course covers video-instructed closing etiquettes and how to close a deal after a successful conversation. 

Key Topics to Be Covered

  • The basics of customer service
  • Phone etiquettes
  • The tools to be used in customer service 
  • Types of customer questions
  • Meaning of STAR in customer service
  • The closing of a conversation. 
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Learning Outcomes

  • Develop a comprehensive understanding of the basics of customer service. 
  • Identify different types of buying motivations. 
  • Understand the phone etiquettes while attending a call. 
  • Learn how to build rapport with your customers in a conversation. 
  • Understand different types of questions and how to answer them. 
  • Learn the use of various tools used in customer service. 
  • Learn how to speak like a STAR and what it means. 
  • Learn about benchmarking and goal setting
  • Learn how to close a conversation properly in a way that satisfies the customer.  

Course Preview

Your Path to Success

Take steps towards a successful career in Customer Service with this training course. This comprehensive training program equips you with the core skills of a Customer Service and Call Centre Executive and makes you highly employable in this industry. Upon successful completion of the course, you’ll be awarded an accredited certificate as recognition of your skills which will help you to stand out from the crowd.

Skills You Will Gain

  • Public communication 
  • Objection handling
  • Rapport building
  • Goal setting

Is This Call Centre & Customer Service Training Course Right for You?

This Call Centre & Customer Service Training Course is a perfect fit for anyone interested in customer service and wants to make a career in this field. You don’t need any formal qualification to take this course and it allows you to learn at your own pace without juggling your daily schedule.

Assessment Process

Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.

Showcase Your Accomplishment of New Skills: Get a Certification of Completion

To receive the CPD and IAO approved certificate, learners must successfully complete the course assessment. For only £10, you may obtain digital certificates. Learners in the UK can buy printed hard copies for £29, while overseas students can buy printed hard copies for £39.

Course Curriculum

Module One: The Basics (I)
The Basics (I) 00:09:00
Module Two: The Basics (II)
The Basics (II) 00:07:00
Module Three: Phone Etiquette
Phone Etiquette 00:07:00
Module Four: Tools
Tools 00:07:00
Module Five: Speaking Like a Star
Speaking Like a Star 00:08:00
Module Six: Types of Questions
Types of Questions 00:09:00
Module Seven: Benchmarking
Benchmarking 00:07:00
Module Eight: Goal Setting
Goal Setting 00:09:00
Module Nine: Key Steps
Key Steps 00:08:00
Module Ten: Closing
Closing 00:08:00


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