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Call Centre and Customer Service Training Course Course

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Quick Look Course Summery: Call Centre and Customer Service Training Course Course
  • Next Public Course Date: 25/06/2019

  • Length:2 day

  • Price: See Price Calculator

  • Certification Type: Certificate of Attendence

  • Locations & Venues: Call Centre Training Courses are held in JHB, Cape Town, Durban, Port Elizabeth

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