Soulbent _Bright Minds Academy
Issued 25 August 2026
Professional telephone etiquette Customer service and customer care Effective verbal communication Active listening Questioning and information gathering Call control and call handling Complaint and conflict management Handling difficult customers Problem-solving and decision-making Data protection and confidentiality CRM and call-centre systems Sales, cross-selling and upselling Quality assurance and performance management Professionalism and workplace ethics Teamwork and workplace communication
Upon successful completion of the course, learners should be able to: Communicate confidently and professionally with customers. Handle inbound and outbound calls appropriately. Apply effective listening and questioning techniques. Identify customer needs and provide appropriate assistance. Handle complaints and difficult situations professionally. Record customer information and call outcomes accurately. Follow workplace procedures and escalation processes. Protect confidential and personal customer information. Use basic call-centre technology and customer-management systems. Demonstrate professional conduct, teamwork and workplace readiness
This is your permanent, verifiable record of achievement.
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