Company Name: The Communication Academy Telephone: Fax: Cell Phone: Email: deliathecommunicationacademy.co.za Website:

Course Title:   Call Centre Training

The purpose of this 1 day training course is to give delegates the tools required to use their voices and communication skills, to the best of their abilities. To ensure they come across professional and confident when speaking to clients, over the phone.

The course looks at the following aspects: - Using the voice correctly, when speaking on the telephone.

- Handling calls, transferring call, putting clients on hold.
- Making a Good first impression
- Telephonic greetings.
- Overcoming nerves when under pressure.
- Thinking on your feet.
- The importance professionalism.
- Dealing with problems over the telephone.
- Dealing with irate callers. The positive aspects of each delegate will be pointed out to them, and they will be motivated to improve on the negative aspects. The delegates will be given literature on all the above mentioned, as well as practice material and exercises to correct vocal problems. Delegates will be video taped, enabling them to realize problems for themselves. Follow up sessions will be spaced three weeks apart to ensure that the delegates have adequate time to correct all problems.

Course Duration: 1 Day Training with 2 two Hour follow up sessions.

Venues: Pheasant Hill House

Tea, coffee and scrumptious lunches will be supplied at all venues.

 

Course Title 2 Call Centre Training Classification Business -> Call Centre Course Requirements Price Cost: R1900.00 per delegate exl vat. Includes file and CD. In-House only, Minimum 8 delegates, maximum 30. Client to arrange venue. Notes

Course Information Location Gauteng - Midrand Course Type Customised Start Dates Length of Course 1 Days Final Registration Date

Contact Details Name Delia Thompson Phone 012 345 5828 Email deliathecommunicationacademy.co.za