Customer Service and Client Communications
|Lecture hours per week||3|
|Lab hours per week|
The theory portion of this course helps the student relate to the Travel and Tourism call centre environment by explaining the role of the CSR in the call centre world. Students also learn about the major technology components of the call centre and how the monitoring and coaching process assists development. Through hands-on projects in the Call Centre lab, students practice interacting with customers. The learner will focus on developing multitasking skills, using customer service techniques, communication skills, and call centre technology.