Fully Customizable Courseware For Trainers
Call Center Training: Sales and Customer Service Training
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The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.
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nThis three-day training 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 personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.
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nOur training materials include everything a trainer needs to deliver an in-depth learning experience that Call Center Agents will remember. Your single courseware purchase includes unlimited print-on-demand training materials and customizable content to accommodate the needs of your participants.
Session One: Course Overview
Course Overview
Learning Objectives
Pre-Assignment
Pre-Course Assessment
Session Two: Telephone Communication
It is Not What You Say; It is How You Say It
Does Body Language Matter?
Session Three: Verbal Communication Techniques
Sounding the Best
A Service Image
Session Four: Who Are The Customers?
Defining Customer and Client
About Relationships
Session Five: To Serve and Delight
The Meaning Behind What Is Said
Session Six: Did You Hear Me?
Listening Skills
The Mission: To Listen
Session Seven: Asking the Right Questions
Open Questions vs. Closed Questions
Probing Techniques
Session Eight: Saying “No”
When We Say “No”
Delivering Bad News
Session Nine: Sales by Phone
Benefits of Telemarketing
Rapport Building
Session Ten: Taking Messages
Relaying Information
Effective Messages
Session Eleven: Voicemail
Proper Voicemail Messages
Session Twelve: Taking Care of the Voice
Vocal Exercises
Session Thirteen: Cold and Warm Calls
The Cold Call
The Warm Call
Session Fourteen: Developing a Script
Scripting Techniques
Sample Script
Session Fifteen: Perfecting the Script
Making the Script One's Own
Using Cheat Sheets
Session Sixteen: Going Above and Beyond
Techniques for CCA Success
Customize Service
Session Seventeen: Handling Objections
Overcoming Hesitation
Session Eighteen: Closing The Sale
Closing Questions
Session Nineteen: Feelings
Demonstrating Empathy
Session Twenty: Changes in the Customer
Adapting To New Expectations
What The Customer Wants
Session Twenty-One: Negotiation Techniques
Mastering Negotiation Skills
Session Twenty-Two: Negotiation Phases
Phases of Negotiation
Negotiation Made Easier
Session Twenty-Three: High Impact Moments
Make It Count
Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
Tips and Tricks
Caller Behaviors
Challenging Callers
Session Twenty-Five: Dealing with Difficult Customers
Dealing with Problems
Session Twenty-Six: Getting the Call Back
Phone Tag
Following Up
Session Twenty-Seven: Mentorship
Case Study: Roger's Super Year
Session Twenty-Eight: Stress Busting
Overcoming Stress
Session Twenty-Nine: News from Within
Management Reports
CCA Reports
Personal Action Plan
Course Summary
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Pre-Course Assessment
Post-Course Assessment
Assignment Answer Key
Session Three: Verbal Communication Techniques
Session Four: Who Are The Customers?
Session Five: To Serve and Delight
Session Eight: Saying “No”
Session Ten: Taking Messages
Session Eleven: Voicemail
Session Sixteen: Going Above and Beyond
Session Seventeen: Handling Objections
Session Eighteen: Closing The Sale
Session Twenty: Changes In The Customer
Session Twenty-Three: High Impact Moments
Session Twenty-Four: Tips For Challenging Callers
Session Twenty-Seven: Mentorship
Session Twenty-Eight: Stress Busting
Everything you need to deliver amazing training
Each courseware title is a trainers' kit that comes with the following course components:
Instructor Guide
Velsoft Instructor Guides are the core of each training course. Our Instructor Guides lay out the training in simple, easy-to-follow instructions. You can also customize the Instructor Guides in order to personalize your training.
Student Manual
Each Instructor Guide - for each course - is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the ?student? version of the course you will be teaching.
PowerPoint Deck
Courseware from Velsoft is designed to give you everything you need for use in the classroom or for your workshop. This includes the PowerPoint versions of all the courses, prepared for you in advance.
Quick Reference Guide
Quick Reference Guides are a favorite tool for trainers to provide to their learners. Each Quick Reference Guide summarizes the most important elements in each courseware title down to two pages.
Fully Customizable
Make any changes you like including easily taking our branding off and replacing it with yours.
Unlimited Users
Train as many participants at your location as you like - forever!
Unlimited Printing Rights
Print-on-demand only what you need for as many participants with no limits.
No Annual Renewal Fees
One-off pricing. Never pay again to use the materials.
Fully Customizable
Make any changes you like including easily taking our branding off and replacing it with yours.
Unlimited Users
Train as many participants at your location as you like - forever!
Unlimited Printing Rights
Print-on-demand only what you need for as many participants with no limits.
No Annual Renewal Fees
One-off pricing. Never pay again to use the materials.
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