Graduate Certificate in Contact Centre Soft Skills Training
-- ViewingNowThe 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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โข Effective Communication: Techniques for clear and concise communication, active listening, and adapting communication style to different audiences
โข Conflict Resolution: Strategies for resolving customer complaints and managing difficult customer interactions
โข Customer Service Excellence: Best practices for delivering exceptional customer service, including building rapport, managing customer expectations, and handling customer inquiries and complaints
โข Telephone Etiquette: Techniques for professional and polite telephone communication, including answering and transferring calls, handling voicemail, and using positive language
โข Email and Chat Communication: Strategies for effective written communication, including grammar and punctuation, tone, and using appropriate language for different audiences
โข Time Management: Techniques for managing time effectively, including prioritizing tasks, managing workload, and dealing with interruptions
โข Stress Management: Strategies for managing stress, including relaxation techniques, time management, and self-care
โข Cultural Awareness: Understanding and appreciating cultural differences, including effective communication with customers from diverse backgrounds and avoiding cultural misunderstandings
โข Teamwork and Collaboration: Building and maintaining positive working relationships, including working effectively with colleagues, understanding team dynamics, and managing conflict within a team
โข Professional Development: Continually improving skills and knowledge, including setting professional goals, seeking feedback, and staying up-to-date with industry developments and best practices.
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