Customer Service and Call Centre Management

Customer service is the life-blood of any business.  In our highly competitive business world, effective management of customer queries play a large role in how your business is perceived by the public, and it can determine the success or failure of your product or service.  Because of this, trained customer service and call centre agents are highly sought after in all industries.

Companies are realising the importance of good customer service and are investing in external call centre agents to service their clients.  The rise in technology has enabled South Africa to be an effective contributor to global call centres, making Customer Service and Call Centre Management a highly viable career choice.

This course is directed at anyone employed in the service industry or those looking to begin a career in this field.  It covers the key principles of customer service, such as effective communication techniques, how professionally trained call centre agents can improve your business, as well as dealing with dissatisfied customers.

Course Overview

  • Key principles of customer service
  • Factors affecting customer service
  • The importance of effective communication skills in customer service
  • The customer service professional
  • Client relations in a contact centre
  • Customer service, contact centres and client relations – dealing with customer problems and handling dissatisfied customers
  • Customer service, contact centres and client relations – building effective customer relationships

Study period: up to 9 months     

Study PLUS Course Material

Study material includes a Textbook, Study & Solutions Guide and for those students who require additional assistance in the form of video learning, a FREE USB DRIVE containing Videos and Solutions Playlists.

Assignment based. No tests. No exams.

All you have to do to get started is to register. You will receive your course material within 10- 12 working days of registration, after which you start studying towards your Academy of York certificate.

There are NO exams, NO tests, only assignments that you can complete from the comfort of your own home.

AOY Accreditation

Academy of York is accredited by FASSET SETA, SAIOSH, HWSETA, SABPP, PMSA, CompTIA, COMENSA and the Institute of Certified Bookkeepers (ICB), and is registered with the Department of Higher Education and Training as a Private College.

This course is approved by Academy of York.

Course Name: Customer Service and Call Centre Management (CCM01S)
Price Before bursary R8,750
Price after bursary R5,250*
Once off payment price R4, 725
Payment Plan R350 over 15 months
Registration Fee R600

*Prospective students need to contact Academy of York to determine if they qualify for a bursary

What our students say about us

Me‘’I wanted to take a moment to thank you for offering a great site and more importantly, investing in great people like Mike. He was kind enough to send a message about courses, available items and explaining the how’s, what and when. He answered all of my questions promptly, about my Course details and what my options were; since Without any hesitation, Mike was very efficient and quick updated me on all AOY have to offer me. In this day and age it’s difficult to find people who genuinely care about real customer service. It is pleasantly apparent to me, that you have someone who does, in Mike!’’ Margie Kelly