Instil in myself a personal Contact Centre culture Online Course

The Customer Service Excellence course is designed to help individuals develop the skills and techniques needed to provide exceptional service and create memorable customer experiences. This course emphasizes the importance of effective communication, empathy, and problem-solving in building lasting relationships with customers. Participants will learn how to handle inquiries and resolve complaints with professionalism, manage customer expectations, and ensure satisfaction in every interaction.

The qualifying learner is capable of identifying and defining what a Contact Centre is, as well as recognising the principles and concepts that underpin it. They understand the benefits of cultivating a Contact Centre culture within themselves and are also able to persuade others of the advantages associated with embracing this culture.

Course Content

  • Contact Centre principals are verbally defined
  • All elements of a Contact Centre are identified
  • A Contact Centre is put into context with other functions
  • Contact Centre principals are verbally defined
  • The components of Contact Centres concepts are defined
  • A commitment to Contact Centre principles is demonstrated
  • Benefits for self are identified and listed.
  • Benefits for self are explained.
  • Benefits for others are identified and listed
  • Benefits for others are explained to others
  • People are influenced towards a Contact Centre culture
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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