Techniques for Outstanding
Customer Interaction
in Call Centers
(Training for Effective Communication, CRM Usage & Record Accuracy)
Course Outline
LU1: Customer Communication Techniques in Call Centers
- Understand customer needs & preferences
- Apply active listening and questioning techniques
- Use CRM tools to track and analyze interactions
LU2: Record Accuracy & Client Satisfaction Monitoring
- Maintain accurate call records
- Apply real-time documentation practices
- Conduct client satisfaction tracking (e.g. post-call surveys)
Learner's Objective
Upon completion of the course, participants will be able to :
- Communicate effectively to identify customer needs
- Maintain clear, accurate CRM records
- Monitor and improve customer satisfaction
Course Structure
Duration:
8 hours (7 theory hours and 1 assessment hours) (A minimum of 75% attendance is required to be eligible for assessment and certification)
Medium:
English
Training Venue
HAI LECK at 9 Tuas Ave 1, Singapore 639494
Contact Us
Training@haileck.com
6594 4300
8841 6465
Pre-Requisite
- Basic proficiency in English
- Familiarity with customer service environments
- Basic computer and data entry skills
- Call center agents and customer service representatives or
- Team leaders and call center supervisors or
- Customer experience strategists and QA officers
Certification
- A Statement of Attainment (SOA) will be issued upon successful completion of the course.
FUNDING & SUPPORT
- Funding is available for Singaporeans and PRs. (*Terms & conditions apply)
IMPORTANT NOTES
- Bring a valid identification document (e.g. NRIC, FIN, Work Permit, IPA, or Passport)
- Bring a personal laptop for courseware referencing. Courseware will be provided via email on the day of training
- No prior experience is required