Customer Service for Call Center Agents

Learning Path: Job Skills Pro

Duration: 3 Day(s).

Course Overview

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.

Endorsed by

Learning Objectives

  • 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

Target Audience 
People working or will work as Call Centre agents

Course Calendar

Nothing Yet !

Course Outline

Unit One: Customers First
Who Are Your Customers?
Customers or Clients?
Perfecting Your Answers
Unit Two: The Trouble with Telephone Communication
It’s Not What You Say; It’s How You Say It
In the Absence of Body Language
Being Yourself and Sounding Your Best
Unit Three: Techniques in Customer Communications
Listening to Understand
Questioning Techniques
Probing Techniques
When We Have to Say “No”
Delivering Bad News
Handling Objections
Closing the Call
Unit Four: Get the Stress Out
Unit Five: Working with Customers
The Changing Customer
What the Customer Wants
Developing Empathy
Making the Most of High Impact Moments
Unit Six: Dealing with Challenging Customers
Handling the Talkative Customer
Working with Different Caller Behaviors
Dealing with Customer Problems
Dealing with Inappropriate Language
Unit Seven: Selling Over the Phone
Benefits of Telemarketing
Rapport Building
Making Cold and Warm Calls
Developing the Call Script
Perfecting the Script
Fifteen Techniques for Success
Unit Eight: Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
The Four Phases of Negotiation
Negotiation Made Easier
Unit Nine: Message Mania
Taking Messages
Making Voice Mail Your Friend
Tackling Phone Tag
Unit Ten: Omar’s Awesome Year
Unit Eleven: Working in the Call Center
Pre-Assignment Review
Unit Twelve: It’s a Wrap – Almost!

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