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

(5.0)1 review
Recent reviews of this course provider

Fantastic course with an exceptional trainer

The course was all I had hoped for and more - we booked an in house course for a...more

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https://www.hotcourses.com/courses-by-subject/Call-Centre-Training-Sales-and-Customer-Service-Training-for-Call-Centre-Agents-courses/56595832/

Course description

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

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 three-day workshop.

What Will Students Learn?

  • The nuances of body language and verbal skills.
  • Aspects of verbal communication such as tone, cadence, and pitch.
  • Questioning and listening skills.
  • Ways of delivering bad news and saying no.
  • Effective ways to negotiate.
  • The importance of creating and delivering meaningful messages.
  • Tools to facilitate communication.
  • The value of personalizing interactions and developing relationships.
  • Vocal techniques that enhance speech and communication ability.
  • Techniques for managing stress.

What Topics are Covered?

  • Verbal communication techniques
  • Who are your customers?
  • Listening skills
  • Asking the right questions and saying no
  • Taking messages and using voice mail effectively
  • Vocal exercises
  • Cold and warm calls, including developing a script
  • Going above and beyond and high impact moments
  • Handling objections and closing the sale
  • Negotiation techniques
  • Tips for challenging callers
  • Phone tag and getting the call back
  • Stress busting
  • Call centre trends

Additional entry requirements

Open to all

Training for employers

This course has been specifically designed for companies training their employees.

Course reference: CSC129 (use this when contacting provider)

Course info
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Location:

Portsmouth, PO3 5EJ, This is a distance learning course

Time:

Any time, During the day

Duration:

By arrangement

Attendance:

Customised to suit your needs, Distance without attendance , Online

Qualification:

Qualification awarded by the course provider

Level:

Beginner Intermediate Advanced

From: £39

Summary of all course reviews for Churchill Square Training & Development Ltd

1 review

(100%)

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Reviews of other courses at Churchill Square Training & Development Ltd

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Fantastic course with an exceptional trainer
5 5
Hotcourses
by Rob - May 2019

The course was all I had hoped for and more - we booked an in house course for a group of our buyers and the course content was tailored to exactly what we wanted. We had a great balance of theory and also plenty of interactive activities that made the day really worthwhile.

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