Postgraduate Certificate in Contact Centre Etiquette.
-- ViewingNowThe Postgraduate Certificate in Contact Centre Etiquette is a comprehensive course designed to enhance communication skills and professionalism in the contact center industry. This certificate program emphasizes the importance of polite, respectful, and effective communication in customer service roles.
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GBP £ 140
GBP £ 202
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โข <strong>Contact Center Communication</strong>: Emphasizes effective communication skills necessary in the contact center industry, including active listening, clear speaking, and empathy.
โข <strong>Call Handling Techniques</strong>: Covers best practices for answering and ending calls, managing hold times, and resolving customer queries efficiently.
โข <strong>Conflict Resolution</strong>: Equips students with the skills to handle customer complaints, mitigate conflicts, and maintain a positive demeanor.
โข <strong>Telephone Etiquette</strong>: Focuses on telephone etiquette, proper greetings, and professional language to create a positive customer experience.
โข <strong>Customer Service Psychology</strong>: Explores the emotional aspect of customer service, understanding customer needs, and managing customer expectations.
โข <strong>Contact Center Technology< /strong>: Covers the technology used in contact centers, such as CRM systems, call routing, and call recording, and how to use them effectively.
โข <strong>Stress Management</strong>: Discusses techniques for managing stress in the contact center environment, ensuring agents maintain a positive attitude and work efficiently.
โข <strong>Quality Assurance in Contact Centers</strong>: Examines the importance of quality assurance in contact centers, including monitoring, coaching, and feedback.
โข <strong>Legal and Ethical Considerations</strong>: Covers legal and ethical considerations in contact center operations, such as data protection, recording calls, and customer privacy.
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