Catalyst HRD Ltd
Catalyst HRD Ltd
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Call Centre Excellence
1 Day Course
Course Objectives:

To enable individuals to: £1300 per day for up to 8 delegates

  • make customers feel appreciated and valued
  • achieve excellence in customer service
  • promote a positive attitude in all situations
  • convey complex information to non-technical people
  • develop long term business relationships
  • convince customers, through their approach, that your organisation is the best in its field
Course details:
  • Excellence through attitude

  • defining 'Customer Service Best Practice'
    knowing what customers really want
    making customers feel special
    developing a positive attitude
    conveying real empathy and understanding
    coping with bad days
    enjoying your work

  • Personalising your response

  • remaining flexible
    taking time to listen carefully
    asking questions to gain a deeper understanding of customers' needs
    summarising to ensure understanding
    putting yourself in the client's shoes
    tailoring your approach to the client's needs, circumstances and knowledge
    seeing the issue through to completion
    following up to ensure satisfaction
    setting and agreeing realistic time frames

  • Attitude and accountability

  • choosing your attitude
    adding value
    taking responsibility
    'nothing is too much trouble' approach

  • Exceeding customer expectations

  • anticipating future needs
    proactively offering information, services and solutions
    providing the 'little extras'

  • Developing long-term relationships

  • using existing knowledge of the client
    making them feel special
    providing timely and accurate solutions
    keeping promises
    updating the client of progress
    turning clients into advocates
    ensuring repeat business

  • Conveying complex information

  • understanding the needs of the customer
    proving you are there to help
    giving clear, precise instructions
    avoiding jargon
    using analogies
    improving customer understanding and retention
    preventing future problems

    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements

    For further details on how Catalyst can tailor your course see Tailored Courses.


    This course is extremely practical with each delegate being provided with a telephone from our mobile closed circuit 'laboratory'.  Practical exercises can be tailored to suit the specific needs of your organisation.  All the trainers who facilitate this course have extensive call centre experience experience and are keen to give pragmatic advice.

    Who should attend?:

    This is a fun yet challenging course designed for experienced call centre staff.  People with less experience may be more suited to our Customer Care on the Telephone course.





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