Call Center Training: Sales and Customer Service Training for Call Center Agents


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,

  • Visa Card
  • MasterCard
  • American Express
  • Discover Card
  • PayPal


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