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

SKU: 667530158df2 Categories: Marketing, Sales, Training & Development Tags: Customer Service, Sales

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

LessonsStatus

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