Call Center Training: Sales and Customer Service (Short Course)

Train your call center employees how to effectively provide top-notch customer service.

Teach employees verbal communication techniques, how to define the customer and the client, probing question techniques and more!

What to expect:

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.

This online short course will teach students the nuances of body language and verbal skills; aspects of verbal communication such as tone, cadence, and pitch; questioning and listening skills; how to deliver bad news and say ‘no’; effective ways to negotiate; the importance of creating and delivering meaningful messages; tools to facilitate their communication; the value of personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.

You will be able to obtain a “certificate of completion” with your name and completion date on it.

Note: these short courses are self-guided online courses and are not to be confused with our tutor-supported online courses.

Course Outline

There are 31 Lessons in this course:

Course Overview

What’s Missing in Telephone Communication?

  • It’s Not What You Say; It’s How You Say It
  • In the Absence of Body Language

Verbal Communication Techniques

  • Being Yourself and Sounding Your Best
  • A Service Image

Who are Your Customers?

  • Define the Customer and Client
  • About Relationships

To Serve and Delight

Did You Hear Me?

  • Listening Skills
  • The Mission: To Listen

Asking the Right Questions

  • Open Questions vs. Closed Questions
  • Probing Techniques

Saying No

  • When We Say “No”
  • Delivering Bad News

Sales by Phone

  • Benefits of Telemarketing
  • Rapport Building

Taking Messages

  • Pen in Hand
  • Effective Messages

Staying Out of Voice Mail Jail

Closing Down the Voice

Cold and Warm Calls

  • The Cold Call
  • The Warm Call

Developing a Script

  • Scripting Techniques
  • Sample Script

Perfecting the Script

  • Making the Script Yours
  • Using Cheat Sheets

Going Above and Beyond

  • Fifteen Techniques for CCA Success
  • Customize Your Service

Handling Objections

Closing the Sale

Feelings

Changes in the Customer

  • The Changing Customer
  • What the Customer Wants

Negotiation Techniques

  • Mastering Negotiation Skills
  • Practicing Negotiation

It’s More Than Just a Phase

  • Phases of Negotiation
  • Negotiation Made Easier

High Impact Moments

  • Make It Count
  • Creating Case Studies

Tips for Challenging Callers

  • Tips and Tricks
  • Caller Behaviors
  • Up the Mountain

Dealing with Difficult Customers

  • Dealing with Problems
  • Dealing with Vulgarity

Phone Tag and Getting the Call Back

  • Phone Tag
  • Following Up

This is My Mentor

Stress Busting

News from Within

  • Management Reports
  • Pre-Assignment Review
  • CCA Reports

Wrapping Up

  • It’s a Wrap – Just About!
  • Debrief

Close with Vocals

  • Recommended Reading List
  • Post-Course Assessment
Call Center Training Sales and Customer Service (Short Course)

AUD:

$35.00

Train your call center employees how to effectively provide top-notch customer service. Teach employees verbal communication techniques, how to define the customer and the client, probing question techniques and more! What to expect: The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction […]

Duration 20 hours
Enroll Anytime
Delivery Online
Includes Lessons, Quizzes, Final Test, Certificate

Get more info

    Get started today

    Duration 20 hours
    Enroll Anytime
    Delivery Online
    Includes Lessons, Quizzes, Final Test, Certificate