LEARNING OUTCOMES:
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?
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 Customers
Phone Tag and Getting the Call Back
This is My Mentor
Stress Busting
News from Within
Wrapping Up
Close with Vocals
COURSE DURATION: THREE DAYS
SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.
click hereSPECIAL OFFER: Book two places and get the third booking on the same course free of charge.