Sales & Customer Service: Training for Call Centre Agents

Description

Call Center Training: Sales and Customer Service Training for Call Centre Agents

Call centres are an important business element. 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 course.

This course will help you teach participants:

• 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 personalising interactions and developing relationships
• Vocal techniques that enhance speech and communication
• Personalised techniques for managing stress

 

Course Overview

What’s Missing in Telephone Communication?

To begin, participants will explore Albert Mehrabian’s study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.

Verbal Communication Techniques

This session will cover the four E’s of an effective telephone voice and how you can use them to promote a service image.

Who are Your Customers?

In this lesson, participants will learn about what a customer is, and they will identify some of their own types of customers.

To Serve and Delight

This lesson will give participants an opportunity to develop strong, helpful phrases for assisting customers.

Did You Hear Me?

During this lesson, participants will learn techniques for active listening and staying focused.

Asking the Right Questions

In this lesson, participants will learn about open and closed questions, as well as probing techniques.

Saying No

Delivering bad news and saying “no” can be two of the most challenging aspects of a call centre agent’s job. This lesson will give participants techniques and practice in these two key skill areas.

Sales by Phone

This lesson will discuss how to use information delivery and rapport building to help participants sell over the phone.

Taking Messages

During this lesson, participants will look at some key elements of taking messages. Then, they will develop a quick reference sheet that they can keep by their desk.

Leaving Voice Mail messages

Voice mail is a great tool, but it can also be frustrating. In this session, participants will discuss some tips for leaving messages. They will also have an opportunity to practice those techniques.

Cold and Warm Calls

During this session, participants will learn about these two types of calls and how to maximise their efficiency in each.

Developing a Script

Scripts can be an effective tool, particularly for cold calls. This session will give participants a chance to lay out the framework for their script.

Perfecting the Script

Next, participants will learn ways to customise their scripts. We will also look at FAQ sheets and how they can help participants on a daily basis.

Going Above and Beyond

This lesson will give participants 15 techniques for success and some ways to customise and personalise their service techniques and delivery.

Handling Objections

During this session, participants will learn different ways to address objections.

Closing the Sale

Next, participants will develop effective questions that can help them close a sale.

Negotiation Techniques

Negotiation is a key skill for call centre success. During this session, participants will learn four things that they can do to become better negotiators.

Four Phases of Negotiation

Next, participants will learn about the four phases of negotiation and some different types of negotiation.

Handling Challenging Callers

During this session, participants will learn some ways to deal with different caller types.

Dealing with Difficult Customers – 9 Easy techniques

This session will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.

Stress Busting

We all need techniques for managing the stress in our lives. This session will encourage participants to develop some personalised ways to manage stress.