COURSE OVERVIEW
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.
LEARNING OBJECTIVES
- Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
- Learn aspects of verbal communication such as tone, cadence, and pitch
- Demonstrate an understanding of questioning and listening skills
- Acquire comfort with delivering bad news and saying no
- Learn effective ways to negotiate
- Understand the importance of creating and delivering meaningful messages
- Use tools to facilitate communication
- Realize the value of personalizing interactions and developing relationships
- Practice vocal techniques that enhance speech and communication ability
- Personalize techniques for managing stress
COURSE OUTLINE
- Course Overview
- What’s missing in Telephone Communication?
- It’s Not What You Say; It’s How
You Say It
- In the Absence of Body Language
- Verbal Communication Techniques
- Being Yourself and Sounding Your Best
- A Service Image
- Who are Your Customers?
- Define the Customer and Client About Relationships
- To Serve and Delight
- Did You Hear Me?
- Listening Skills
- The Mission: To Listen
- Asking the Right Questions
- Open vs. Closed Questions
- Probing Techniques
- Saying No
- When We Say “No”
- Delivering Bad News
- Sales by Phone
- Benefits of Telemarketing
- Rapport Building
- Taking Messages
- Pen in Hand
- Effective Messages
- Staying Out of Voice Mail Jail
- Closing Down the Voice
- Cold and Warm Calls
- The Cold Call
- The Warm Call
- Developing a Script
- Scripting Techniques
- Sample Script
- Perfecting the Script
- Making the Script Yours Using Cheat Sheets
- Going Above and Beyond
- Fifteen Techniques for CCA Success
- Customize Your Service
- Handling Objections
- Closing the Sale
- Feelings
- Changes in the Customer
- The Changing Customer
- What the Customer Wants
- Negotiation Techniques
- Mastering Negotiation Skills
- Practicing Negotiation
- It’s More Than Just a Phase
- Phases of Negotiation
- Negotiation Made Easier
- High Impact Moments
- Make It Count
- Creating Case Studies
- Tips for Challenging Callers
- Tips and Tricks
- Caller Behaviours
- Up the Mountain
- Dealing with Difficult Customer
- Dealing with Problems
- Dealing with Vulgarity
- Phone Tag and Getting the Call Back
- Phone Tag
- Following Up
- This is My Mentor
- Stress Busting
- News from Within
- Management Reports
- Pre-Assignment Review CCA Reports
- Wrapping Up
- It’s a Wrap – Just About!
- Debrief
- Close with Vocals
- Personal Action Plan
- Recommended Reading List
- Post-Course Assessment