At NADIA, we develop courseware that enables our students to meet on-the-job challenges in the dynamic corporate environment...

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Advanced Customer Service for Call Center

Advanced Customer Service for Call Center

Duration: 20 Hours

Learn to win customers and maintain long term customer relations.

Course Contents:

Introduction to Call Center

  • Effective First Impressions
  • Create an unforgettable First Impression


Recognizing Customer Needs

  • Impression
  • Make customers feel important
  • Body Language
  • Cultural Awareness

Communication Skills

  • What is Communication?
  • Styles of Communication
  • Communication Networks in an organization
  • Active Listening
  • How to Communicate in Different Situations

Call Handling Skills

  • Telephone and Email Etiquette
  • Confidence over the phone
  • Customer Service Via the telephone
  • Some words to use and avoid
  • How to say ‘No’

Customer Interest

  • Generate Customer Interest
  • Manage Customers’ Expectation

Upselling and Cross Selling


Complaint Resolution


Internal Customer Service


Following Company Guidelines


Customer Loyalty


Customer Surveys