CALL CENTER TRAINING

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.

What Will Students Learn?
• The nuances of body language and verbal skills.
• Aspects of verbal communication such as tone, cadence, and pitch.
• Questioning and listening skills.
• Ways of delivering bad news and saying no.
• Effective ways to negotiate.
• The importance of creating and delivering meaningful messages.
• Tools to facilitate communication.
• The value of personalizing interactions and developing relationships.
• Vocal techniques that enhance speech and communication ability.
• Techniques for managing stress.
What Topics are Covered?
• Verbal communication techniques
• Who are your customers?
• Listening skills
• Asking the right questions and saying no
• Taking messages and using voice mail effectively
• Vocal exercises
• Cold and warm calls, including developing a script
• Going above and beyond and high impact moments
• Handling objections and closing the sale
• Negotiation techniques
• Tips for challenging callers
• Phone tag and getting the call back
• Stress busting
• Call center trends
What’s Included?

• Instruction by an expert facilitator
• Small, interactive classes
• Specialized manual and course materials
• Personalized certificate of completion

Fee

About

At HomeUni we believe that success is making complex things simple, that is why we have partnered with top universities and awarding bodies around the world to bring you world-class online education at the time that is convenient, at the place that is homey and at the price that is affordable.

Contact

admissions@homeuni.co.uk
enquiries@homeuni.co.uk

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