Provide Information to Customers in a Contact Centre | Deliver Professional Customer Support with Confidence
This course introduces learners to the essential skills and procedures needed in a contact centre environment. It covers communication techniques, system navigation, product knowledge, and compliance with service standards. Learners will develop confidence in delivering high-quality support and ensuring customer satisfaction.
Why take this course on customer service in a contact centre?
Strong customer service is vital to any organization. This course equips learners with the skills to handle inquiries, provide accurate information, and maintain professionalism under pressure. By mastering these techniques, learners can improve customer experiences, resolve issues efficiently, and support business success.
What you’ll gain from this course:
Understand the roles and responsibilities of a contact centre agent
Learn to use customer service systems and scripts effectively
Develop clear and confident communication techniques
Gain skills in managing customer needs and handling complaints professionally
This Online Course trains learners to provide accurate and professional information to customers in a contact centre. It focuses on communication techniques, service standards, and systems used to support customer interactions, helping build confidence and efficiency in customer-facing roles.
The Provide Information to Customers in a Contact Centre course offers practical training for delivering effective customer service. Through real-world scenarios and guided activities, learners will understand how to use customer systems, follow scripts or guidelines, and communicate clearly and courteously. The course emphasizes professional conduct, problem-solving, and the ability to handle diverse customer interactions with confidence.
Course Content
- Customers’ needs are correctly identified through appropriate questioning and listening techniques
- A correct understanding of customers’ needs is demonstrated by applying industry specific responses
- Customers’ needs are identified within company specific timeframes
- Company specific prompts and procedures are consistently followed
- Product-specific and relevant information is accurately matched to the customers’ needs
- Information provided is current and up-to-date
- Customer-specific relevant information is provided
- Company-specific timeframes are complied with
- Escalation situations are identified and company-specific procedures are correctly followed
- Alternatives are offered to customers
- Administrative information, which should be kept confidential, is identified in accordance with legal, company and industry requirements and practices.
- Systems are developed to keep administrative information and records confidential and maintain the secrecy of such information as required legally and by the company.
- Mandates for access to confidential information are identified for administrative and other staff according to their job role
- Procedures, which are in alignment with legislative and organisational requirements, are developed for the administrative systems.
- The procedure for each element of the administration system is explained to employees in line with the policies developed.
- The policies and procedures are collated into a written manual in company-specific format.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
