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.
 

Course Modules

  • Course Overview
  • What’s missing in Telephone Communication?
  • Verbal Communication Techniques
  • Who are Your Customers?
  • To Serve and Delight
  • Did You Hear Me?
  • Asking the Right Questions
  • Saying No
  • Sales by Phone
  • Taking Messages
  • Staying Out of Voice Mail Jail
  • Closing Down the Voice
  • Cold and Warm Calls
  • Developing a Script
  • Perfecting the Script
  • Going Above and Beyond
  • Handling Objections
  • Closing the Sale
  • Feelings
  • Changes in the Customer
  • Negotiation Techniques
  • It’s More Than Just a Phase
  • High Impact Moments
  • Tips for Challenging Callers
  • Dealing with Difficult Customer
  • Phone Tag and Getting the Call Back
  • This is My Mentor
  • Stress Busting
  • News from Within
  • Wrapping Up
  • Close with Vocals
  • Personal Action Plan
  • Recommended Reading List
  • Post-Course Assessment

Learning Objectives

    At the end of this training, you should be able to: 

    • 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 Methodology

    methodology-1.png Interactive Online Learning (using Quizzes, White Board, etc.)
    methodology-2.png Role-Plays
    methodology-3.png Storytelling
    methodology-4.png Mini-Lectures
    methodology-5.png Practical Works
    methodology-6.png Video Based Learning
    methodology-7.png Group Activities, Discussion & Presentation
    methodology-8.png Mini Projects
    methodology-9.png Problem-Based Learning (PBL)
    methodology-10.png Demo
    methodology-11.png Recap Sessions
    methodology-12.png Ice Breaking / Games
    methodology-13.png Pre-Assessment & Post-Assessment

     

    The exercises and activities incorporate “FUN” elements are thoughtfully selected to best suit the general corporate culture. Our expert trainer will ensure the exercises used are highly applicable to your industry in order to enable participants to apply the knowledge, skills and behaviour which they have obtained through this learning session. 

    Who Should Attend

    This course is designed for Senior Executives, Leaders, Supervisors, New Managers, Managers, Middle Managers, Senior Managers and identified individuals in the organisation, integral to the business objectives and targets.

     

    Course Duration

    Two (2) Days

    Important Note: Course Outline and Duration can be customised according to client's requirements

    Things you would like to highlight or CTA

    Revolutionize your call center performance! Elevate your team with our Sales and Customer Service Training. Transform calls into conversions and customer satisfaction into loyalty. Enroll now for unparalleled excellence in call center service !
     

    Call Center Training- Sales and Customer Service Training for Call Center Agent
    Call Center Training- Sales and Customer Service Training for Call Center Agent
    i-language.svg
    English
    Duration

    2 Days

    HRD Corp Claimable

    HRD Corp Claimable

    Our Commitment & Guarantee For Our Clients

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    Helping individuals realise their full potential.

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    Our Way

    Creative, engaging and energising workshops and corporate coaching.

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    Our Support

    We provide 6 months support via email for those attended our courses.

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    Our Promise

    Individuals leave our sessions better equipped to tackle tasks and challenges.

    AVERNOBLE, offer world-class Courses and Consultancy that help our clients achieve optimal results.

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