Course curriculum

  • 1

    Preparation

    • Preparation

    • Greeting Customers when taking inbound calls

    • Calling a customer

    • Greeting customers face to face

    • During a Customer Service call

    • Face to Face communication

    • Dealing with difficult customers

    • Words and sentences to avoid

    • Positive and good language to use

    • End of service

  • 2

    Understanding the Company

    • Understanding The Company and its Products and Services

    • Policies and Procedures

    • Boost Staff Morale

    • Data Protection

    • Anti-bullying Policy

    • Health and Safety

    • COSHH Training

  • 3

    First Impressions and attitude

    • First Impressions

    • Attitude

    • Use your initiative

    • Be confident and know your products

    • Team Building

    • Attendance and Punctuality
  • 4

    Time Management

    • SMART (Specific, Measurable, attainable, Realistic, Timely)

    • Organisation

    • PTM (Preparation, technique and Motivation)

    • Prioritization

    • Scheduling Your Workload

    • Reliability

    • Working Under Pressure and reaching deadlines

  • 5

    Leadership

    • Leadership Skills

    • Effective Communication/Being approachable

    • Good listener

    • Good relationships and Team Building

    • Thoroughly trained on running a team

    • Working with little Supervision

    • Organizing a team

    • Lead by example

  • 6

    Being An Employer

    • Know your business

    • Being committed

    • Know your employees and give them respect

    • Care about your Employees

    • Organizing Staff Rota

    • Check employees work and let them know if you feel they need further training

    • Be flexible in your approach

    • Set Goals and Objectives for the company and staff

  • 7

    Employee

    • Working in Customer service

    • Mirror the customer

    • Show your personality

    • Main Traits a Customer Service Agent should possess

  • 8

    Conclusion

    • Overall Summary

    • Information

    • CUSTOMER SERVICE AGENT CHEAT SHEET