Call Center Training: Sales and Customer Service Training for Call Centers

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Sales and customer service call centers provide businesses with a convenient and effective way to directly communicate with current and potential customers. The Sales and Customer Service Training for Call Centers course is designed to help your call center staff acquire the skills to provide every caller with the best service possible.

This 3-day workshop covers the following topics: verbal communication skills ( tone, cadence, pitch), questioning and listening skills, how to say “no” and deliver bad news, negotiating skills, techniques to maximize positive impact on current and potential customers and much more.

This comprehensive and valuable training course is now available across the U.S., including Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Houston, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, San Antonio and Seattle.

 

Your Learning Outcomes

After completing this course, participants will have learned 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
  • Understand the importance of customers
  • 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 abilities
  • Develop active listening
  • Use personalized techniques for managing stress

4.9/5

from 12 responses
Download PDF Outline Duration: 3.0 Days
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PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

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The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job :)

Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :)

Centers for Disease Control and Prevention logo
Matt did an excellent job - we made changes in course material and he was very flexible and responsive. He clearly tied the material to our roles and functions. well Done!
Centers for Disease Control and Prevention
American Airlines logo
Marilyn was very knowledgeable on the topic and did an excellent job teaching. I would definitely take a class from her again!
American Airlines
Coca Cola logo
All of the content was good and beneficial to me.
Coca Cola
Siemens logo
The instructor was really friendly and knowledgeable, I had a really good time in the training, it will help me to do my job better
Siemens
Abbott logo
The training was absolutely helpful to all of us. It was a fun and we learned a lot of important details that can be applied to our daily task.
Abbott
Boeing logo
The activities really help to set the stage for the activities. The students all worked together and made the class fun with the instructor. I found the class very enjoyable.
Boeing
Defense Acquisition University logo
The instructor was great, knowledgeable and very engaging. Would love to take more courses that she teaches.
Defense Acquisition University
National Park Service logo
The trainer was excellent at keeping students engaged through the 2 day session. I would suggest adding some additional exercises or group activities that underscore certain learning objectives. Overall, the course provided a good refresher.
National Park Service

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Call Center Training: Sales and Customer Service Training for Call Centers Now

Register Now Group Booking Quote

Developing skills in performing brilliantly in a Call Center job are essential to improve professional worth. During this course, participants learn the nuances of telephone-based work including the development of verbal skills, techniques to maximize positive impact on customers, and managing sales and customers.

Course Outline for Call Center Training: Sales and Customer Service Training for Call Centers

After completing this course, participants will have learned to:

Topic 1

What’s Missing in Telephone Communication?

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

Topic 2

Verbal Communication Techniques

  • Being Yourself and Sounding Your Best
  • A Service Image

Topic 3

Who are Your Customers?

  • Define the Customer and Client
  • About Relationships

Topic 4

To Serve and Delight

Topic 5

Did You Hear Me?

  • Listening Skills
  • The Mission: To Listen

Topic 6

Morning Reflection

Topic 7

Asking the Right Questions

  • Open Questions vs. Closed Questions
  • Probing Techniques

Topic 8

Saying No

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

Topic 9

Sales by Phone

  • Benefits of Telemarketing

Topic 10

Taking Messages

  • Pen in Hand
  • Empowering CCAs to resolve issues

Topic 11

Staying Out of Voice Mail Jail

Topic 12

Exercises for Conditioning Your Voice

Topic 13

Afternoon Reflection

Topic 14

Cold and Warm Calls

  • The Cold Call
  • The Warm Call

Topic 15

Developing a Script

  • Scripting Techniques
  • Sample Script

Topic 16

Perfecting the Script

  • Making the Script Yours
  • Using Cheat Sheets

Topic 17

Going Above and Beyond

  • Fifteen Techniques for CCA Success
  • Customise Your Service

Topic 18

Handling Objections

Topic 19

Morning Reflection

Topic 20

Closing the Sale

Topic 21

Feelings

  • Activity: Feels like a Winner

Topic 22

Changes in the Customer

  • The Changing Customer
  • What the Customer Wants

Topic 23

Negotiation Techniques

  • Mastering Negotiation Skills
  • Practising Negotiation

Topic 24

Phases of Negotiation

  • Introduction
  • Principled Negotiation

Topic 25

Afternoon Reflection

Topic 26

High Impact Moments

  • Make It Count
  • Creating Case Studies

Topic 27

Tips for Challenging Callers

  • Activity: Managing Talkative Callers
  • Activity: Caller Behaviors
  • Activity: Up the Mountain

Topic 28

Dealing with Difficult Customers

  • Activity: Dealing with Problems
  • Dealing with Vulgarity

Topic 29

Phone Tag and Getting the Call Back

  • Phone Tag
  • Following Up

Topic 30

Morning Reflection

Topic 31

Phone Tag and Getting the Call Back

  • Phone Tag
  • Following Up

Topic 32

Morning Reflection

Topic 33

This is My Mentor

  • Activity: Roger’s Super Year

Topic 34

Stress Busting

Topic 35

News from Within

  • Common Issues in Call Centers
  • Activity: Pre-Assignment Review
  • CCA Reports

Topic 36

Wrapping Up

  • It’s a Wrap – Just About!
  • Questions and Answers
  • Debrief

Topic 37

Close with Vocals

Topic 38

Personal Action Plan

4.9/5

from 12 responses
Download PDF Outline Duration: 3.0 Days

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Call Center Training: Sales and Customer Service Training for Call Centers Now

Register Now Group Booking Quote

We create training that meets your needs.

1-hour Motivator

3-hour Power Sessions

Full Day Training

Conferences & Summits

  • OFFSITE
  • AT YOUR WORKPLACE
  • ONLINE

We’ll make things easier so you can focus on adding more value

We take care of all of the details, so you don’t have to:

  • Invite people to
    training
  • Sign
    In Sheet
  • Generate Branded
    Course Flyers
  • PDF’S of
    Certificates
  • Collects and
    Reports Feedback
  • Complete Results
    Dashboard

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan

Want to get clear on impacts and measure success? We support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts and then report on the success in the weeks or months after training.

Do you already have a training management system and wish they were automatically up to date?

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your learning and development partner.

We look forward to working with you, talk to one of our friendly expert consultants today.
Talk to our team

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year
  • Or get the $110.00 bundle and save
Purchase the microlearning bundle

Asking Questions

The most important foundation for communication and building meaningful relationships is listening, develop your skills with this micro eLearning course.

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