Train your call center employees how to effectively provide top-notch customer service.

Teach employees verbal communication techniques, how to define the customer and the client, probing question techniques and more!

What to expect:

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.

This online short course will teach students the nuances of body language and verbal skills; aspects of verbal communication such as tone, cadence, and pitch; questioning and listening skills; how to deliver bad news and say ‘no’; effective ways to negotiate; the importance of creating and delivering meaningful messages; tools to facilitate their communication; the value of personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.

You will be able to obtain a “certificate of completion” with your name and completion date on it.

Note: these short courses are self-guided online courses and are not to be confused with our tutor-supported online courses.

 

There are 31 Lessons in this course:

1. Course Overview

2. What’s Missing in Telephone Communication?

• • It’s Not What You Say; It’s How You Say It
  • In the Absence of Body Language

3. Verbal Communication Techniques

• • Being Yourself and Sounding Your Best
  • A Service Image

4. Who are Your Customers?

• • Define the Customer and Client
  • About Relationships

5. To Serve and Delight

6. Did You Hear Me?

• • Listening Skills
  • The Mission: To Listen

7. Asking the Right Questions

• • Open Questions vs. Closed Questions
  • Probing Techniques

8. Saying No

• • When We Say “No”
  • Delivering Bad News

9. Sales by Phone

• • Benefits of Telemarketing
  • Rapport Building

10. Taking Messages

• • Pen in Hand
  • Effective Messages

11. Staying Out of Voice Mail Jail

12. Closing Down the Voice

13. Cold and Warm Calls

• • The Cold Call
  • The Warm Call

14. Developing a Script

• • Scripting Techniques
  • Sample Script

15. Perfecting the Script

• • Making the Script Yours
  • Using Cheat Sheets

16. Going Above and Beyond

• • Fifteen Techniques for CCA Success
  • Customize Your Service

17. Handling Objections

18. Closing the Sale

19. Feelings

20. Changes in the Customer

• • The Changing Customer
  • What the Customer Wants

21. Negotiation Techniques

• • Mastering Negotiation Skills
  • Practicing Negotiation

22. It’s More Than Just a Phase

• • Phases of Negotiation
  • Negotiation Made Easier

23. High Impact Moments

• • Make It Count
  • Creating Case Studies

24. Tips for Challenging Callers

• • Tips and Tricks
  • Caller Behaviors
  • Up the Mountain

25. Dealing with Difficult Customers

• • Dealing with Problems
  • Dealing with Vulgarity

26. Phone Tag and Getting the Call Back

• • Phone Tag
  • Following Up

27. This is My Mentor

28. Stress Busting

29. News from Within

• • Management Reports
  • Pre-Assignment Review
  • CCA Reports

30. Wrapping Up

• • It’s a Wrap – Just About!
  • Debrief

31. Close with Vocals

• • Recommended Reading List
  • Post-Course Assessment