Graduate Certificate in Contact Centre Soft Skills Training

Name: Graduate Certificate in Contact Centre Soft Skills Training
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The Graduate Certificate in Contact Centre Soft Skills Training is a comprehensive course designed to enhance the interpersonal and communication skills of professionals in the customer service industry. This program's importance lies in its focus on the critical soft skills that complement technical expertise, making learners more effective and competitive in the job market.

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AboutThisCourse

With the increasing demand for excellent customer service in various industries, there is a high industry need for professionals who possess not only technical skills but also superior soft skills. This course equips learners with these essential skills, including effective communication, problem-solving, emotional intelligence, and leadership. By completing this course, learners will be better prepared to handle customer queries and complaints, manage teams effectively, and drive customer satisfaction, thereby advancing their careers in the contact centre industry.

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CourseDetails

• Effective Communication: Techniques for clear and concise communication, active listening, and adapting communication style to different audiences

• Conflict Resolution: Strategies for resolving customer complaints and managing difficult customer interactions

• Customer Service Excellence: Best practices for delivering exceptional customer service, including building rapport, managing customer expectations, and handling customer inquiries and complaints

• Telephone Etiquette: Techniques for professional and polite telephone communication, including answering and transferring calls, handling voicemail, and using positive language

• Email and Chat Communication: Strategies for effective written communication, including grammar and punctuation, tone, and using appropriate language for different audiences

• Time Management: Techniques for managing time effectively, including prioritizing tasks, managing workload, and dealing with interruptions

• Stress Management: Strategies for managing stress, including relaxation techniques, time management, and self-care

• Cultural Awareness: Understanding and appreciating cultural differences, including effective communication with customers from diverse backgrounds and avoiding cultural misunderstandings

• Teamwork and Collaboration: Building and maintaining positive working relationships, including working effectively with colleagues, understanding team dynamics, and managing conflict within a team

• Professional Development: Continually improving skills and knowledge, including setting professional goals, seeking feedback, and staying up-to-date with industry developments and best practices.

CareerPath

The Graduate Certificate in Contact Centre Soft Skills Training programme is designed to equip professionals with in-demand skills to succeed in the UK job market. This 3D pie chart highlights the percentage demand for various soft skills in the contact centre industry, providing a clear representation of the industry's needs. Active listening, communication, and empathy are among the top three sought-after skills, accounting for 60% of the demand. The ability to solve problems effectively (14%) and demonstrate patience (10%) are also essential for professionals in this field. Adaptability and time management are valued as well, making up the remaining 11% of the demand. In an ever-evolving job market, a graduate certificate in contact centre soft skills training can give professionals a competitive edge, opening doors to new opportunities and higher salaries. By focusing on these in-demand skills, professionals can enhance their career prospects and better serve their customers in the UK contact centre industry.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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GRADUATE CERTIFICATE IN CONTACT CENTRE SOFT SKILLS TRAINING

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London School of International Business (LSIB)

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05 May 2025

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