Understanding Customer Needs in a Call Centre

This course will be teaching you how to identify your customers’ needs within a Contact Centre environment.  This course is intended to enhance the provision of entry level service within the Contact Centre Industry.

If you want to be GREAT at your job as a Call Centre Agent, this course is for you!

124 students enrolled

This course will be teaching you how to identify your customers’ needs within a Contact Centre environment.  This course is intended to enhance the provision of entry level service within the Contact Centre Industry.

If you want to be GREAT at your job as a Call Centre Agent, this course is for you!

After successfully completing this course, you will be able to:

  • Demonstrate and applying knowledge of computer packages within a Contact Centre.
  • Inputting data onto company specific packages within a Contact Centre.
  • Verifying data onto company specific packages within a Contact Centre.
  • Identify customer needs in a Contact Centre.
  • Respond to customer needs in a Contact Centre.
  • Provide information to customers.

Unit Standard 10349

1
Lesson 1: Technology
5:29
2
Lesson 2: Company Specific Apps
6:47
3
Lesson 3: The Virtual Contact Centre
5:10
4
Lesson 4: AIDC
2:41
5
Lesson 5: Improve Efficiency
4:50
6
Lesson 6: Data Input
3:40
7
Lesson 7: Data Integrity
5:28
8
Lesson 8: Data Accuracy
3:50
9
Lesson 9: Sources of Inaccurate Data
2:42
10
Lesson 10: Finding Inaccurate Data
3:41
11
Quiz 1: Input Data Received
6 questions

Unit Standard 10438

1
Lesson 11: Identifying Customer Needs
7:59
2
Lesson 12: Meeting Customer Needs
2:28
3
Lesson 13: Customer Delight
3:01
4
Lesson 14: Keeping Customers Happy
1:58
5
Lesson 15: A SOP
3:38
6
Lesson 16: Call Guides
4:11
7
Lesson 17: Collecting Customer Feedback
6:43
8
Lesson 18: Superior Customer Care
3:33
9
Lesson 19: A SLA
3:15
10
Lesson 20: Responding According to Policy
4:51
11
Lesson 21: Confirming Accuracy
2:29
12
Quiz 2: Elicit Information from Customers
6 questions

Unit Standard 13885

1
Lesson 22: Identifying Needs
3:52
2
Lesson 23: Effective Listening
4:23
3
Lesson 24: Effective Questioning
3:20
4
Lesson 25: Understanding Customer Needs
5:00
5
Lesson 26: Dealing with a Time Delay
3:26
6
Lesson 27: Matching Information with Customer Needs
5:00
7
Lesson 28: Customer Dynamics
3:43
8
Lesson 29: Providing Current Information
3:20
9
Lesson 30: Internal and External SLAs
6:50
10
Lesson 31: Personal Service
2:10
11
Lesson 32: Escalation Situations
4:54
12
Lesson 33: Handling Complaints
9:51
13
Quix 3: Providing Information to Customers
5 questions

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Includes

2 hours
Full lifetime access
Access on mobile and TV

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