PROGRAMME:
CALL CENTRE


The Call Centre is often the first point of contact with the customer. The Call Centre can make or break a business. This programme takes the learner through the technical aspects as well as the communication essentials that are needed when dealing with customers. Customer satisfaction and retention is key to the programme focus.


TOPICS INCLUDE
  • Understanding customer needs;
  • Effective communication with customers in the context of IT support;
  • Responding effectively to customer requests; and
  • Maintaining positive working relationships with customers and staff members.
  • This course provides the fundamentals of networking for learners who are new to the Telecommunications or Information Technology industry. The above aspects form the knowledge basis needed to perform further duties in the day-to-day operations of data in IT/telecommunication related occupations.

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