Call Center Training: Sales and Customer Service Training for Call Center Agents
$49.00
This course will help you teach participants: 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.
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,
Description
Course Outline:
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
Recommended Reading List
Post-Course Assessment
Personal Action Plan
