Call Centre Training Manual

3970 Words Oct 19th, 2011 16 Pages
Call Centre Training Manual September 24, 2008

Call Centre Training Manual iNVATERRA Private & Confidential

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Call Centre Training Manual September 24, 2008

Table of Contents

Section I – Introduction.................................................................................................................... 3 Section II – Training Program.......................................................................................................... 4 Section III – Customer Service Training [Basic] .............................................................................. 5 Section IV – Customer Service Training [Advanced] ...................................................................... 6 Section V –
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The course will also present tips for better verbal communication with customers; namely tone, pitch, diction, clarity and word choice. The details of the basic program are:

Communication Methods of communication Verbal Written

Types of Communication Intrapersonal communication Interpersonal communication Small group communication Public communication Intercultural communication Ethical communication

The skills of communication

Expressive skills Listening skills Listening skills in more detail 6 Cs of communication Active listening Why Active listening is important? What happens if we are not listening actively Four C 's for Taking Good Care of Your Customers Conclusion ‘On call’ ethics
Private & Confidential

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Call Centre Training Manual September 24, 2008

Section IV – Customer Service Training [Advanced]
The advanced Customer service training course utilizes a variety of teaching methods like short lectures and informal exercises/activities to develop excellent customer service skills. Trainees will receive a workbook as a summary of the training course which they can use for future reference. Below is an outline of the course content: Identifying customers and their expectations Positive steps to excellent customer service Making a difference The importance of communication in the service delivery process Barriers to communication Projecting a professional first impression Making the most of your voice Building rapport Telephone etiquettes

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