TRUSTED BY PEOPLE AT COMPANIES BIG AND SMALL...

  • Cisco logo
  • Microsoft logo
  • American Airlines logo
  • Apple logo
  • Centers for Disease Control and Prevention logo
  • U.S. Securities and Exchange Commission logo

Learn Proven Techniques for Successful Telephone-Based Sales and Customer Service Staff


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.

 

How You And Your Team Will Benefit From This Training

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

Here Are Just Some Of The Skills You'll Learn


Sales and Customer Service Training for Call Centers Training Course - Lesson 1
Introduction
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Sales and Customer Service Training for Call Centers Training Course - Lesson 2
Asking the Right Questions
  • Open Questions vs. Closed Questions
  • Probing Techniques
Sales and Customer Service Training for Call Centers Training Course - Lesson 3
What's Missing in Telephone Communications?
  • It's Not What You Say; It's How You Say It
  • In the Absence of Body Language
Sales and Customer Service Training for Call Centers Training Course - Lesson 4
Saying No
  • When We Say "No"
  • Delivering Bad News
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 5
Verbal Communications Techniques
  • Being Yourself and Sounding Your Best
  • A Service Image
Sales and Customer Service Training for Call Centers Training Course - Lesson 6
Sales by Phone
  • Benefits of Telemarketing
  • Rapport Building
Sales and Customer Service Training for Call Centers Training Course - Lesson 7
Who are Your Customers?
  • Define the Customer & Client
  • About Relationships
Sales and Customer Service Training for Call Centers Training Course - Lesson 8
Taking Messages
  • Pen in Hand
  • Effective Messages
Sales and Customer Service Training for Call Centers Training Course - Lesson 9
To Serve & Delight
  • What You Say and What it Means
  • Planning the Ideal Answer
Sales and Customer Service Training for Call Centers Training Course - Lesson 10
Staying Out of Voice Mail Jail
  • Voice Mail Etiquette
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 11
Did You Hear Me?
  • Listening Skills
  • The Mission: To Listen
Sales and Customer Service Training for Call Centers Training Course - Lesson 12
Closing Down the Voice
  • Hyoid Limbering
  • Hum
  • Sighing
  • The Diaphragmatic Breath
Sales and Customer Service Training for Call Centers Training Course - Lesson 13
Cold & Warm Calls
  • The Cold Call
  • The Warm Call
Sales and Customer Service Training for Call Centers Training Course - Lesson 14
Closing the Sale
  • The Closing Phrase
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 15
Developing a Script
  • Scripting Techniques
  • Sample Script
Sales and Customer Service Training for Call Centers Training Course - Lesson 16
Feelings
  • Feels Like a Winner!
  • Presentations
Sales and Customer Service Training for Call Centers Training Course - Lesson 17
Perfecting the Script
  • Making the Script Yours
  • Using Cheat Sheets
Sales and Customer Service Training for Call Centers Training Course - Lesson 18
Changes in the Customer
  • The Changing Customer
  • What the Customer Wants
Sales and Customer Service Training for Call Centers Training Course - Lesson 19
Going Above & Beyond
  • Fifteen Techniques for CCA Success
  • Debrief
  • Customise Your Service
Sales and Customer Service Training for Call Centers Training Course - Lesson 20
Negotiation Techniques
  • Mastering Negotiation Skills
  • Practicing Negotiation
Sales and Customer Service Training for Call Centers Training Course - Lesson 21
Handling Objections
  • I Object!
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 22
It's More Than Just a Phase
  • Phases of Negotiation
  • Negotiation Made Easier
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 23
High Impact Moments
  • Make it Count
  • Creating Case Studies
  • Presenting Real Life!
Sales and Customer Service Training for Call Centers Training Course - Lesson 24
This is My Mentor
  • Case Study
  • Debrief
Sales and Customer Service Training for Call Centers Training Course - Lesson 25
Tips for Challenging Callers
  • Tips and Tricks
  • Caller Behaviours
  • Debrief
  • Up the Mountain
Sales and Customer Service Training for Call Centers Training Course - Lesson 26
Stress Busting
  • Stress Busting Card Game
  • Managing Your Day
Sales and Customer Service Training for Call Centers Training Course - Lesson 27
Dealing with Difficult Customers
  • Dealing with Problems
  • Dealing with Vulgarity
Sales and Customer Service Training for Call Centers Training Course - Lesson 28
News from Within
  • Management Reports
  • Pre-Assignment Review
  • CCA Reports
Sales and Customer Service Training for Call Centers Training Course - Lesson 29
Phone Tag & Getting the Call Back
  • Phone Tag
  • Following Up
Sales and Customer Service Training for Call Centers Training Course - Lesson 30
Wrapping Up
  • It's a Wrap - Just About!
  • Questions & Answers
  • Debrief
 

Client Site Training

Why Client Site training?

  • Flexible length - sessions as short as 1 hour
  • Cost effective - great group pricing
  • Greatest impact in the shortest time
  • Certificate of Completion (always available in the App)
  • Excellent Team Building Opportunity
  • Comprehensive courseware as books (& available in the App)

When you book an Client Site Course with PD Training you can expect:

Activities and discussion

To be Engaged all day

Activities and discussion for engaged learning all day.

Real world trainer

An Outstanding Trainer

On average PDT trainers have 15 years industry experience 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Refresher course

Refresher Course $0

Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.

Price coaching

1/2 Price Coaching

We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Orgmenta app

WHAT PREVIOUS PARTICIPANTS SAY ABOUT
OUR SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTERS TRAINING COURSE

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
Trusted Supplier
Privacy Policy - Terms & Conditions
© 2013 - 2018 Professional Development Training USA Inc.