If you want variety in your work, you’ll find it in a call or customer service centre. Every call you receive presents a different challenge and the opportunity to help someone. As well as being a rewarding job, it can also be a lot of fun under the right leadership.
The Certificate of Call Centre Sales and Customer Service is an online professional development program that will provide you with the skills and knowledge required to provide quality service to customers in call centre environments across a range of service industry workplaces.
This online call centre course will show you how to establish rapport, determine and address diverse customer needs and expectations, deal with complaints and difficult service situations, and use opportunities for promoting and up-selling products and services.
On completion of this course, you will feel confident in your ability to fulfil the full scope of contact centre skills to provide high quality, consistent and responsive telephone services and support to customers to meet and exceed expectations and achieve business objectives.
Unit 1 - Provide sales solutions to customers
Identify customer needs
Verify customer needs
Offer specialist advice
New and existing customers
Estimate and quotes
Respond to customer needs
Explain benefits and options
Point of difference
Managing customer objections
Close a sale
Asking for commitment
Negotiate payment method
Terms and conditions
Credit checks and credit rating
National credit code
Disclosure of information
Input sales records
Fully record details of sale
Amend customer records
Customer relationship management (CRM)
Transaction processing system (TPS)
Provide sales support
Verify customer satisfaction
Unit 2 - Work effectively in customer engagement
Customer engagement role
Inbound / outbound calls
Manage personal performance
Health and safety
Ethical employment approach
Skills and knowledge
Dealing with conflict
Unit 3 - Conduct customer engagement
Product / service knowledge
Contact scripts and guides
Enterprise policies and procedures
Key performance indicators
Identify the customer
Answering the telephone
Establish customer needs
Software and systems
Types of credit
Records and disclosure
Data quality and security
First call resolution
Unit 4 - Enhance customer service experiences
Advise on products and services
Active and passive listening
Extras and add-ons
Cross-selling and add-ons
Efficient service delivery
Difficult service situations
Recording a problem
Resolving a problem
Improving service issues
Resolving customer complaints
Sensitivity and courtesy
Provide internal feedback
Reflecting and evaluating complaints
Promoting repeat business
Unit 5 - Develop product and service knowledge for customer engagement operation
Develop product knowledge
Sources of information
Identify product features
After sales service
Warranties and agreements
Product features and benefits
Rational and emotional benefits
When you study with Australian Online Courses, you will be assessed using a competency-based training method.
Competency-based training focuses on the achievement of skills and knowledge against set criteria to meet industry-standard and is not benchmarked against other students’ work.
In this course, the assessment will be comprised of written assignments and exercises, which may include short answer questions, reports, essays, research projects and reflective tasks.
If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.
In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
No entry requirements;
All course materials provided online – no textbooks to buy;
Unlimited tutor support;
Easy to understand course content;
Twelve (12) months’ access, with extensions available upon application (fees apply);
Certificate of Attainment/Completion issued for your CV (hard copy provided); and
Course may be tax deductible; see your tax advisor.
How long will it take to complete this course?
The approximate study hours for this course is 75 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit.Total cost for optional printed materials is: $300.00. Printed materials are optional and not required to complete the course. Everything you need to complete the course is provided online via our e-learning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.