Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.

Customer Experience Skills

Contact Center Inbound
Tele-Skills Workshop (CCITS)

2-Day Course l 100% HRDC Claimable

Request for Quotation

Course Introduction

The Contact Center Inbound Tele-Skills Workshop introduces contact center professionals to the essential and fundamental soft-skills elements associated with superior Telephone Customer Service.

This essential workshop consists of modules that teach participants basic skills such as fundamental communication, call management, call courtesy, and professional customer service principles and concepts

Learning Objectives

  • To appreciate the importance of Exceeding Customer Delight;
  • To understand the difference between good customer service and great customer service;
  • To understand the importance of customer service;
  • To Develop fundamental key communication skills;
  • To understand the inbound call structure;
  • To project professionalism on the telephone;
  • To manage the different types of customers;
  • To identify the different knowledge levels of the customers;
  • To learn to manage difficult customers.

Training Modules

Module 1: Creating The Branded Customer Experience

Module 2: Communication Fundamentals

Module 3: The Inbound Telephone Call Structure

Module 4: Projecting a Professional Image

Module 5: Customer Behaviors and Managing Them

Module 6: Managing Difficult Customers

Module 7: The Way Forward

Request for a Quotation
or Chat with us LIVE

Target Audience

For Contact Center Professionals.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

Request for a Quotation
or Chat with us LIVE

Not exactly what
you're looking for?

No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com 

View more Customer Experience training courses