Description
The Industry Certificate in Professional Contact Center aims to prepare individuals with the right communication skillsets to handle, mitigate, and assist customers through front desk services such as help centres, customer support, and so on so forth.
Students will learn strategies and techniques in dealing with customers, while also developing effective communication skills to build rapport with both customers and colleagues. Students will also go through training to work on their problem solving and decision making skills, which provides them with additional qualifications that boosts their visibility in the job market.
Through this course, students will become customer service professionals, meeting the hiring needs of employers and gaining more career opportunities in the customer service sector.
Learning Objectives
Career Options
- Contact Centre Customer Support Executive
- Customer Service Expert
- Customer Service Manager
- Operations Executive
- Operations Manager
- Head of Call Centre
Requirements
- 16 years old and above
- PC Desktop / Laptop/ Any device
- Stable Internet Connection
Material Includes
- Quiz & Test
- Practical Exercise Case Studies Learning Activities
- Group Study
- Self-evaluation Training
Course Outline
Module 1: Positive Work Attitude
The Organisation
The Employee And Employer
Knowing Self
Self Motivation
Working With People
Work And You
Your Boss And You
Marketing Yourself
Module 2: Time Management & Goal Setting
Module 3: Effective Team Communication
Module 4: Problem Solving And Decision Making
Module 5: Creating High Performance Team
Module 6: Managing Change
Module 7: Public Speaking And Presentation Skills
Module 8: Principles Of Contract Centre Operations
Module 9: Customer Service Excellence
Module 10: Telephone Service Excellence
Your Instructor(s)
Letchumanan
Learning Facilitator
