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 Course.

 

This Course will teach you:

  • 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: 

  • 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