LEARNING OUTCOMES:

• 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
• Personalized techniques for managing stress

COURSE OVERVIEW & CONTENT:

“Call centers are the front line of a company’s reputation.”

Call centers are the first point of contact for customers with questions, concerns, or complaints, and are responsible for representing a company’s values and mission. A well-trained call center agent can make a significant impact on a company’s reputation and customer loyalty.

Call Center Training courses can help agents to increase sales, improve customer satisfaction, and advance their careers. Additionally teach agents how to handle difficult customers, build relationships, and close more deals. It provides agents with the skills and knowledge needed to excel in the fast-paced world of call centers and make a positive impact on a company’s reputation and customer loyalty.

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 three-day workshop.

What’s Missing in Telephone Communication?

• It’s Not What You Say; It’s How You Say It
  • Albert Mehrabian’s Study on Communication
• In the Absence of Body Language

Verbal Communication Techniques

• Being Yourself and Sounding Your Best
• A Service Image
• The Four E’s of an Effective Telephone Voice

Who are Your Customers?

• Define the Customer and Client
• About Relationships

To Serve and Delight

• Develop Strong, Helpful Phrases for Assisting Customers

Did You Hear Me?

• Listening Skills
  • Techniques for Active Listening
• The Mission: To Listen
  • Staying Focused

Asking the Right Questions

• Open Questions vs. Closed Questions
• Probing Techniques

Saying No

• When We Say “No”
• Delivering Bad News

Sales by Phone

• Benefits of Telemarketing
• Rapport Building

Taking Messages

• Key Elements of Taking Messages
• Pen in Hand
• Effective Messages

Staying Out of Voice Mail Jail

• Tips For Leaving Messages
• Practice Techniques

Closing Down the Voice

• Practice Some Vocal Exercises

Cold and Warm Calls

• The Cold Call
• The Warm Call

Developing a Script

• Scripting Techniques
• Sample Script

Perfecting the Script

• Making the Script Yours
  • Customize the Scripts
• Using Cheat Sheets

Going Above and Beyond

• Fifteen Techniques for CCA Success (CCA- Call Center Agent)
• Customize Your Service

Handling Objections

• Different Ways to Address Objections

Closing the Sale

• Develop Good Questions That Can Help Close a Sale

Feelings

• Work in Pairs:
  • Show Empathy for their Customers

Changes in the Customer

• Ways That Customers Have Changed
• 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 Behaviors
• Deal with Different Caller Types
• Up the Mountain

Dealing with Difficult Customers

• Nine Easy Techniques for Managing Difficult Customers
• Dealing with Problems
• Dealing with Rudeness

Phone Tag and Getting the Call Back

• Phone Tag
• Following Up

This is My Mentor

• Case Study

Stress Busting

• Techniques for Managing the Stress
• Personalized Ways to Manage Stress

News from Within

• Management Reports
• CCA Reports

Wrapping Up

• Participants Will Work in Small Groups to Create a Review Activity for each Other

Close with Vocals

• Vocal Exercises