Sales and Customer Service Training for Call Centers Training Course

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.

 

Learning Outcomes
Course Outline
Client Site
Training
  • Learning Outcomes - Sales and Customer Service Training for Call Centers Training Course

    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
    Duration: 3 day course
    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Sales and Customer Service Training for Call Centers Training Course Reviews:

    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



  • Course Outline - Sales and Customer Service Training for Call Centers Training Course

    Download Sales and Customer Service Training for Call Centers Training Course Outline

    Foreword:

    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.

    Sales and Customer Service Training for Call Centers Training Course - Lesson 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
    Sales and Customer Service Training for Call Centers Training Course - Lesson 2
    Verbal Communication Techniques
    • Being Yourself and Sounding Your Best
    • A Service Image
    Sales and Customer Service Training for Call Centers Training Course - Lesson 3
    Who are Your Customers?
    • Define the Customer and Client
    • About Relationships
    Sales and Customer Service Training for Call Centers Training Course - Lesson 4
    To Serve and Delight
    Sales and Customer Service Training for Call Centers Training Course - Lesson 5
    Did You Hear Me?
    • Listening Skills
    • The Mission: To Listen
    Sales and Customer Service Training for Call Centers Training Course - Lesson 6
    Morning Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 7
    Asking the Right Questions
    • Open Questions vs. Closed Questions
    • Probing Techniques
    Sales and Customer Service Training for Call Centers Training Course - Lesson 8
    Saying No
    • When We Say “No”
    • Activity: Delivering Bad News
    Sales and Customer Service Training for Call Centers Training Course - Lesson 9
    Sales by Phone
    • Benefits of Telemarketing
    Sales and Customer Service Training for Call Centers Training Course - Lesson 10
    Taking Messages
    • Pen in Hand
    • Empowering CCAs to resolve issues
    Sales and Customer Service Training for Call Centers Training Course - Lesson 11
    Staying Out of Voice Mail Jail
    Sales and Customer Service Training for Call Centers Training Course - Lesson 12
    Exercises for Conditioning Your Voice
    Sales and Customer Service Training for Call Centers Training Course - Lesson 13
    Afternoon Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 14
    Cold and Warm Calls
    • The Cold Call
    • The Warm Call
    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
    Perfecting the Script
    • Making the Script Yours
    • Using Cheat Sheets
    Sales and Customer Service Training for Call Centers Training Course - Lesson 17
    Going Above and Beyond
    • Fifteen Techniques for CCA Success
    • Customise Your Service
    Sales and Customer Service Training for Call Centers Training Course - Lesson 18
    Handling Objections
    Sales and Customer Service Training for Call Centers Training Course - Lesson 19
    Morning Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 20
    Closing the Sale
    Sales and Customer Service Training for Call Centers Training Course - Lesson 21
    Feelings
    • Activity: Feels like a Winner
    Sales and Customer Service Training for Call Centers Training Course - Lesson 22
    Changes in the Customer
    • The Changing Customer
    • What the Customer Wants
    Sales and Customer Service Training for Call Centers Training Course - Lesson 23
    Negotiation Techniques
    • Mastering Negotiation Skills
    • Practising Negotiation
    Sales and Customer Service Training for Call Centers Training Course - Lesson 24
    Phases of Negotiation
    • Introduction
    • Principled Negotiation
    Sales and Customer Service Training for Call Centers Training Course - Lesson 25
    Afternoon Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 26
    High Impact Moments
    • Make It Count
    • Creating Case Studies
    Sales and Customer Service Training for Call Centers Training Course - Lesson 27
    Tips for Challenging Callers
    • Activity: Managing Talkative Callers
    • Activity: Caller Behaviors
    • Activity: Up the Mountain
    Sales and Customer Service Training for Call Centers Training Course - Lesson 28
    Dealing with Difficult Customers
    • Activity: Dealing with Problems
    • Dealing with Vulgarity
    Sales and Customer Service Training for Call Centers Training Course - Lesson 29
    Phone Tag and Getting the Call Back
    • Phone Tag
    • Following Up
    Sales and Customer Service Training for Call Centers Training Course - Lesson 30
    Morning Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 31
    Phone Tag and Getting the Call Back
    • Phone Tag
    • Following Up
    Sales and Customer Service Training for Call Centers Training Course - Lesson 32
    Morning Reflection
    Sales and Customer Service Training for Call Centers Training Course - Lesson 33
    This is My Mentor
    • Activity: Roger’s Super Year
    Sales and Customer Service Training for Call Centers Training Course - Lesson 34
    Stress Busting
    Sales and Customer Service Training for Call Centers Training Course - Lesson 35
    News from Within
    • Common Issues in Call Centers
    • Activity: Pre-Assignment Review
    • CCA Reports
    Sales and Customer Service Training for Call Centers Training Course - Lesson 36
    Wrapping Up
    • It’s a Wrap – Just About!
    • Questions and Answers
    • Debrief
    Sales and Customer Service Training for Call Centers Training Course - Lesson 37
    Close with Vocals
    Sales and Customer Service Training for Call Centers Training Course - Lesson 38
    Personal Action Plan

  • Client Site Training

    Clients and testimonials

    In-House training benefits:

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

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    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
Not exactly what you needed? Try other courses in the Sales Training Courses Category

 
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