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Certificate of Call Centre Sales and Customer Service

$599.00$899.00

Course Outline and Topics

Course Overview

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.

Course Structure

Unit 1 - Provide sales solutions to customers

  • Identify customer needs
  • Effective questioning
  • Listening
  • Verify customer needs
  • Offer specialist advice
  • Retention offers
  • Advising customers
  • Technical knowledge
  • Financial limitations
  • New and existing customers
  • Estimate and quotes
  • Respond to customer needs
  • Prepare quotes
  • Explain benefits and options
  • Promote organisation
  • Point of difference
  • Managing customer objections
  • Close a sale
  • Asking for commitment
  • Negotiate payment method
  • Finalise documentation
  • Terms and conditions
  • Credit loans
  • Data accuracy
  • Credit checks and credit rating
  • Delivery instructions
  • Consumer protection
  • National credit code
  • Privacy legislation
  • Disclosure of information
  • Contract law
  • Input sales records
  • Fully record details of sale
  • Amend customer records
  • Customer relationship management (CRM)
  • Transaction processing system (TPS)
  • Sales reporting
  • Tax invoices
  • Provide sales support
  • Verify customer satisfaction
  • Customer feedback

Unit 2 - Work effectively in customer engagement

  • Customer engagement role
  • Customer satisfaction
  • Inbound / outbound calls
  • Manage personal performance
  • Technological applications
  • Health and safety
  • Consultation
  • Performance appraisals
  • Performance management
  • Ethical employment approach
  • Ethical responsibilities
  • Skills and knowledge
  • Achieving objectives
  • Workplace team
  • Team goals
  • Dealing with conflict
  • Feedback
  • Rewards
  • Planning goals

Unit 3 - Conduct customer engagement

  • Customer engagement
  • Product / service knowledge
  • Contact scripts and guides
  • Enterprise policies and procedures
  • Key performance indicators
  • Equipment proficiency
  • Communication skills
  • Identify the customer
  • Answering the telephone
  • Establish customer needs
  • Questioning
  • Complaints
  • Attitude
  • Identify add-ons
  • Credit checks
  • Software and systems
  • Types of credit
  • Customer information
  • Customer retention
  • Customer enquiries
  • Ethics
  • Information collection
  • Records and disclosure
  • Data quality and security
  • First call resolution

Unit 4 - Enhance customer service experiences

  • Customer needs
  • Customer expectations
  • Advise on products and services
  • Active and passive listening
  • Customer questioning
  • Extras and add-ons
  • Suggestive selling
  • Cross-selling and add-ons
  • Upselling
  • Efficient service delivery
  • Difficult service situations
  • Recording a problem
  • Resolving a problem
  • Notifying management
  • Offering alternatives
  • Proactive compensation
  • Internal feedback
  • Improving service issues
  • Communication techniques
  • Resolving customer complaints
  • Sensitivity and courtesy
  • Problem solving
  • Determining options
  • Preventing escalation
  • Provide internal feedback
  • Recording complaints
  • Reflecting and evaluating complaints
  • Customer relationship
  • Promoting repeat business
  • Customer profiles

Unit 5 - Develop product and service knowledge for customer engagement operation

  • Develop product knowledge
  • Sources of information
  • Identify product features
  • Pricing
  • After sales service
  • Warranties and agreements
  • Competition
  • Bundling
  • Benchmarking
  • Product features and benefits
  • Rational and emotional benefits
  • Organisational requirements
  • Fair trading

Unit 6 - Telephone communication

  • Creating an outstanding image
  • Telephone communication
  • Creating customer experiences
  • Relationships
  • Providing service
  • Organisation protocols
  • Understanding your role
  • Verbal and vocal communication
  • Diction
  • Clarification
  • Courtesy
  • Nature of incoming calls
  • Identifying needs
  • Listening and questioning skills
  • Transferring calls
  • Escalating calls
  • Callers on hold
  • Challenging calls
  • Talkative callers
  • Complaints
  • Problem solving
  • Assertive responses
  • Taking messages
  • Closing calls
  • Customer satisfaction
  • Offering further assistance
  • Tone
  • Reaching the right person
  • Delivering information
  • Short clear messages
  • Handling pressure
  • Managing time and tasks
  • Efficiency vs effectiveness
  • Remove time wasters
  • Organise your work space
  • Managing stress

Assessment

Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.

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Payment Information

Certificate Course

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Benefits

  • Recognised by employers as professional development;
  • Improve your employment opportunities;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate of Attainment issued for your CV (hard copy provided); and
  • Course may be tax deductible; see your tax advisor.

Career Pathways

Future growth

Strong

Unemployment

Low

  • Team Leader
  • Call Centre Manager
  • Customer Service Team Leader
 
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$599.00

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PAYMENT PLAN
  • $150 deposit
  • $30/week
  • No credit checks required

$899.00