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Customer Service in a Contact Centre

Every call taken by a call centre or contact centre service professionals has the potential to set the stage for delivering the best customer service experience. Improving call centre customer service and enhancing the customer experience is something every company wants to do, but many don’t know where to start. It’s easy – it starts with your call centre staff. 


Part Qualification: FETC: Banking

NQF: Level 4
Credits: 34
Length: 4 Months

This programme with teaching your staff how to improve customer service in a call centre through correctly identifying customers’ needs, handling complaints, problem-solving, improving your call centre culture and working well as a team.

The purpose of this programme is to familiarise the learner with the importance of customer service in a call centre environment. This skills programme is for learners have recently taken up a position in a call centre. This programme will empower learners to acquire knowledge, skills, attitudes and values required to operate responsibly in a contact centre.

The following modules form part of this programme:

Unit StandardDescriptionCredits
13872Instil in myself a personal Contact Centre culture4
13874Work as a member of a Contact Centre Team5
10348Identify and respond to customer needs in a Contact Centre12
13873Handle a range of customer complaints in Contact Centres4
252210Handle a range of customer complaints4
13866Gather and provide relevant information to contribute to contact centre problem solving.5

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