Call Centre and Customer Service Training Course Course

 

Description

Call Centre and Customer Service Training Course Course: Introduction

Calling a call centre and getting poor service will cost any business customers, unfortunately a few call centres have made it seem that all call centres are inefficient and mismanaged. With our course on call centre training, participants will be taught the skills they need to be excellent service representatives.

Call Centre and Customer Service Training Course Course :Course Outline

1. Course Overview

2. Telephone Communication
How you say things
In the Absence of body language

3. Verbal Communication Techniques
Being yourself and sounding your best
Service Image

4. Customers
Defining Customers and Clients
Building relationships

5. Excellence in serving

6. Listening Skills
Attentive listening

7. Asking Questions
Open and closed questions
Questioning techniques

8. Saying No
When to say no
Delivering bad news

9. Phone Sales
Telemarketing
Rapport Building

10. Taking Messages
Effective Messages

11. Staying Out of Voice Mail Jail

12. Closing down the voice

13. Cold and Warm Calling
Cold Calling
Warm Calling

14. Developing a Script
Scripting Techniques
Sample Script

15. Perfecting the Pitch
Making the script yours
Cheat sheets

16. Going Above and Beyond
Fifteen techniques for success
Customise your service

17. Handling Objections

18. Closing the Sale

19. Feelings

20. Changes in the Customer
What the customer wants

21. Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation

22. Negotiation Phases
Negotiation made easy

23. High Impact Moments
Making it Count
Case Studies

24. Tips for Challenging Callers
Tips and Tricks
Caller Behaviour

25. Dealing with Difficult Customers
Dealing with problems
Dealing with Vulgarity

26. Phone tag and getting the call-back
Phone tag
Following up

27. Mentoring

28. Reducing Stress

29. Reports
Management Reports
Review
CCA Reports

30. Wrapping up
Questions and Answers
Debrief

31. Final overview
Personal action plan
Recommended Reading
Course Evaluation

Call Centre and Customer Service Training Course Course: Course Duration

2 day/s

Who should attend: Call Centre and Customer Service Training Course Course

This course is intended for those working in customer service.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal

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