Call Center Training: Sales and Customer Service Training for Call Center Agents
This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical three-day course.
This course will help participants learn:
- 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
- Personalized techniques for managing stress
Core Course Modules
- Introduction to Learning Organization Disciplines
- What’s Missing in Telephone Communication?
- Verbal Communication
- Who are Your Customers?
- To Serve and Delight
- Listening Skills
- Asking the Right Questions
- Saying No
- Sales by Phone
- Taking Messages
- Staying Out of Voice Mail Jail
- Closing Down the Voice
- Cold and Warm Calls
- Developing a Script
- Perfecting the Script
- Going Above and Beyond
- Handling Objections
- Closing the Sale
- Feelings
- Changes in the Customer
- Negotiation
- It’s More Than Just a Phase
- High Impact Moments
- Tips for Chatty Callers
- This is My Mentor, Roger
- Phone Tag and Getting the Call Back
- Dealing with Difficult Customers
- Stress Busting
- News from Within
Wrapping Up
As the course comes to a close, participants will work in small groups to create a review activity for each other. We will also review vocal exercises. At the end of the day, students will have an opportunity to ask questions, fill out an action plan and provide Course feedback.
