TAP> Communicate with customers in a Contact Centre and BPO
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 …
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.
Curriculum
- 6 Sections
- 19 Lessons
- 1 Day
- Unit 1: Demonstrate and apply knowledge of communication process theory2
- Unit 2: Apply products and/or service knowledge to provide effective customer service2
- Unit 3: Communicate effectively to build rapport with customers4
- 3.0Calls are answered and customers are greeted in accordance with organisational procedures
- 3.1Verbal and non-verbal communication techniques and/or strategies are applied to build rapport with customers
- 3.2Responses are communicated in a manner that fits the situation
- 3.3Constructive feedback is given when interacting with customers
- Unit 4: Apply questioning and listening techniques to respond to customer's needs5
- 4.0Questioning skills are used to determine customer’s needs and expectations
- 4.1Reflective responses are used to clarify questions to assure the other person that they have been heard
- 4.2Active listening skills are applied to establish rapport with customers in order to meet customer needs and expectations
- 4.3Statements and comments of customers are recorded and responded to in accordance with organisational requirements
- 4.4Responses are provided within specific time limits in compliance with organisational requirements
- Unit 5: Demonstrate assertive communication in a range of specific situations4
- 5.0The purpose of assertive communication is explained within the context of specific situations
- 5.1Barriers of assertive communication are described in terms of their causes and impact
- 5.2Assertion techniques are used that fit the situation throughout the interaction in the workplace
- 5.3Assertive communication is demonstrated when interacting in one-to-one situations
- Unit 6: Compose written communications in a contact centre2
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Course Features
- Lectures 19
- Quizzes 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes