Articulate Storyline 360 source file
Call Center Training: Sales and Customer Service Training for Call Center Agents
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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.
This 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.
Our 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.
How to Use This Guide
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
It’s Not What You Say; It’s How You Say It
In the Absence of Body Language
Session Three: Verbal Communication Techniques
Being Yourself and Sounding Your Best
A Service Image
Session Four: Who are Your Customers?
Define the Customer and Client
About Relationships
Session Five: To Serve and Delight
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
Pen in Hand
Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
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 Yours
Using Cheat Sheets
Session Sixteen: Going Above and Beyond
Fifteen Techniques for CCA Success
Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
The Changing Customer
What the Customer Wants
Session Twenty-One: Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
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
Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
Dealing with Problems
Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
Phone Tag
Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
Management Reports
Pre-Assignment Review
CCA Reports
Session Thirty: Wrapping Up
It’s a Wrap – Just About!
Debrief
Session Thirty-One: Close with Vocals
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
Storyline 360 Source File
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