Call Center Training – Sales and Customer Service Training for Call Center Agents
Learn to make the most of your telephone-based work, with top tools for listening and communicating
$99.99
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course. This will help you teach you know how to:
- 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
Course Content
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
Session Three: Verbal Communication Techniques
Session Four: Who are Your Customers?
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
Session Seven: Asking the Right Questions
Session Eight: Saying No
Session Nine: Sales by Phone
Session Ten: Taking Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
Session Fourteen: Developing a Script
Session Fifteen: Perfecting the Script
Session Sixteen: Going Above and Beyond
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
Session Twenty-One: Negotiation Techniques
Session Twenty-Two: It’s More Than Just a Phase
Session Twenty-Three: High Impact Moments
Session Twenty-Four: Tips for Challenging Callers
Session Twenty-Five: Dealing with Difficult Customers
Session Twenty-Six: Phone Tag and Getting the Call Back
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
Session Thirty: Wrapping Up
Session Thirty-One: Close with Vocals
Description
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course. This will help you teach you know how to:
- 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
Course Content
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
Session Three: Verbal Communication Techniques
Session Four: Who are Your Customers?
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
Session Seven: Asking the Right Questions
Session Eight: Saying No
Session Nine: Sales by Phone
Session Ten: Taking Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
Session Fourteen: Developing a Script
Session Fifteen: Perfecting the Script
Session Sixteen: Going Above and Beyond
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
Session Twenty-One: Negotiation Techniques
Session Twenty-Two: It’s More Than Just a Phase
Session Twenty-Three: High Impact Moments
Session Twenty-Four: Tips for Challenging Callers
Session Twenty-Five: Dealing with Difficult Customers
Session Twenty-Six: Phone Tag and Getting the Call Back
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
Session Thirty: Wrapping Up
Session Thirty-One: Close with Vocals
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Course features:
31 Modules
Full Lifetime Access
Available on Web
Certificate of completion
54 Enrolled