World Host for Call Centres
This course will be delivered through Interactive Webinars (via Zoom) and on completion of these webinars on assessment link will be sent to you. Once completed, People 1st will mark your assessment and provide you with your results. You will then receive certification. Pre-course activity will be sent in advance, which you are required to complete prior to session 1. This should take no longer than 10 minutes, there are activities between each webinar which should take no longer than 30 minutes each. The course will be delivered using Zoom, hence you will have to have a device that enables you to access this software. Please allow for extra time at the end of each session in case there are any unforeseen delays.The pre-course accessibility questionnaire will be sent prior to the start date and must be returned. This is to make us aware of any technical challenges that you might face while accessing the programme. You will be sent on invite to the webinars in advance.
World Host Certificate
2 day course - 0900 to 1400
This course is aimed at people who are working in a Call Centre service role.
Course content: Please note that attendance at each webinar is compulsory.What does the course cover? Identifying customer needs and managing expectations, The importance of making a great first impression, Applying customer service within your role and sector, Communication skills to improve your customer interactions, Leaving a lasting impression, Planning for professional developmentLearning Outcomes, Explain the benefits of providing excellent customer service, Identifying customer needs and managing expectations, The importance of making a great first impression, Creating a positive first impression, Words associated with customer, Needs v Expectations, Applying customer service within your role and sector, The power of social media, Communication process verbal, vocal and non-vocal, Listening skills Active listening, Communication skills to improve your customer interactions, Dealing with problems positively, Leaving a lasting impression, Remembering names, Planning for professional development
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01896 66 26 00