010 110 0227
Mon - Fri 09:00-17:00

Call Centre and Contact Centre

Training and Development

Don’t think about pursuing contacts anymore, but pursuing people. People have hopes, fears and dreams and more to them than just telephone numbers and e-mail addresses.

This training will allow your call centre employees to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

The course will address frequently asked questions such as:

  • What do customers really need from us?
  • How do I deal with difficult customers?
  • How do I manage customer expectation?
  • Why is my job and customer satisfaction so important?
  • What are the best ways to listen and be heard?
Call center

Who should attend?

  • Call Centre agents
  • Contact Centre agents
  • Team leaders

Training Outline

The importance of customers to our business

  • Why is customer service important?
  • What do customers really need from us?
  • Top tips to enable you to delight your customer
  • Managing customer expectations
  • Key behaviours you can adopt to attract and retain customers
  • Ways You Can Use Service to Increase Sales and Lower Costs in Your Contact Centre
  • The Top 10 Errors that Lead to Repeat Calls

Mastering the Call

  • Sales at our fingertips
  • The communication barriers of the telephone
  • Opening and closing the call
  • Perfecting your script
  • Prepare your own script – Classroom Exercise
  • How to listen actively on the phone
  • How to be heard effectively
  • How to deliver bad news
  • Expressing empathy and understanding
  • List of Customer Service Empathy Words
  • How to say “no” without losing the customer
  • Let’s negotiate, how to overcome objections
  • How to deal with difficult customers


Additional Information

Course Duration: 1 Day

Presented : In-house and online



  • Comprehensive manual
  • Framed certificate of attendance
  • Notepad & Pen
  • Superior training venue with delicious lunch, teas and refreshments

Contact us for more information