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Quick Look Course Summary:Call Centre and Customer Service Training Course
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Next Public Course Date:
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Length: 2 day(s)
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Price (at your venue): 1 Person R 8,150.00 EX VAT 3 Person R 6,453.04 EX VAT 10 Person R 4,713.75 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Call Centre and Customer Service Training Course
Course Introduction
Calling a call centre and getting poor service will cost any business customers, unfortunately a few call centres have made it seem that all call centres are inefficient and mismanaged. With our course on call centre training, participants will be taught the skills they need to be excellent service representatives.
Call Centre and Customer Service Training Course
Course Outline
1. Course Overview
2. Telephone Communication
How you say things
In the Absence of body language
3. Verbal Communication Techniques
Being yourself and sounding your best
Service Image
4. Customers
Defining Customers and Clients
Building relationships
5. Excellence in serving
6. Listening Skills
Attentive listening
7. Asking Questions
Open and closed questions
Questioning techniques
8. Saying No
When to say no
Delivering bad news
9. Phone Sales
Telemarketing
Rapport Building
10. Taking Messages
Effective Messages
11. Staying Out of Voice Mail Jail
12. Closing down the voice
13. Cold and Warm Calling
Cold Calling
Warm Calling
14. Developing a Script
Scripting Techniques
Sample Script
15. Perfecting the Pitch
Making the script yours
Cheat sheets
16. Going Above and Beyond
Fifteen techniques for success
Customise your service
17. Handling Objections
18. Closing the Sale
19. Feelings
20. Changes in the Customer
What the customer wants
21. Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
22. Negotiation Phases
Negotiation made easy
23. High Impact Moments
Making it Count
Case Studies
24. Tips for Challenging Callers
Tips and Tricks
Caller Behaviour
25. Dealing with Difficult Customers
Dealing with problems
Dealing with Vulgarity
26. Phone tag and getting the call-back
Phone tag
Following up
27. Mentoring
28. Reducing Stress
29. Reports
Management Reports
Review
CCA Reports
30. Wrapping up
Questions and Answers
Debrief
31. Final overview
Personal action plan
Recommended Reading
Course Evaluation
Call Centre and Customer Service Training Course
Course Duration
2 day/s
Who should attend: Call Centre and Customer Service Training Course
This course is intended for those working in customer service.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
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Duration: 2 day(s)
Delegates: 1
Cost (incl):