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
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Interactive Online Learning (using Quizzes, White Board, etc.) |
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Role-Plays |
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Storytelling |
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Mini-Lectures |
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Practical Works |
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Video Based Learning |
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Group Activities, Discussion & Presentation |
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Mini Projects |
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Problem-Based Learning (PBL) |
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Demo |
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Recap Sessions |
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Ice Breaking / Games |
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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 !
