About Course

Customer Service Skills for Call Centres is a practical course for agents and team leaders who speak to customers every day. You will learn how to open a call well, listen closely, stay calm with upset callers and close each call clearly. Ayesha Patel, our Customer Service Trainer, uses real call examples and short role plays so your team can practise and use the skills at work the same week.

What Will You Learn?

  • Practise your new skills with real workplace scenarios and worked answers
  • Use simple templates and checklists in your own team
  • Get friendly and fast support from your trainer
  • Downloadable notes, forms and guides for every module

Course Content

Introduction To Call Centre Service

  • What is Good Call Service?
    03:54
  • What is Active Listening?
    04:33
  • Opening The Call
    02:44
  • Call Centre Tools Checklist
    04:05
  • Quiz
  • Know about tools at the call centre
    14:08

Handling Angry Callers

Practise A Difficult Call Role Play

Setting Up Your Service Standards

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