Communicate with customers in a Contact Centre

COURSE PURPOSE

This unit standard will provide learners with both verbal and non-verbal communication skills to communicate effectively with customers and use assertive skills to provide the underlying messages and respond to customer needs. Learners will use questioning skills to build relationships with the customer, avoid misunderstandings, persuade the customer and diffuse a heated situation.

WHAT YOU’LL LEARN

This course is designed to equip learners with the essential skills needed to excel in customer communication within a contact centre and BPO (Business Process Outsourcing) environment. By the end of this course, participants will understand communication process theory, gaining a solid foundation to enhance interactions with customers. They will also be able to apply comprehensive knowledge of products and services to deliver effective and informed customer service. Additionally, learners will develop the ability to communicate effectively to establish and maintain a positive rapport with customers. The course covers the art of questioning and active listening to accurately respond to customers’ needs and concerns. Furthermore, participants will exhibit assertive communication skills, enabling them to handle a variety of specific customer situations confidently and professionally. This course is ideal for individuals seeking to improve their communication skills and effectiveness in customer service roles within contact centres and BPOs.