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Learn Valuable Call Center Skills For Success in Business
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Provide excellent customer service in a call center environment GET A GROUP QUOTE
TRUSTED BY PEOPLE AT COMPANIES BIG AND SMALL...
Learn Proven Techniques for Successful Telephone-Based Sales and Customer Service Staff Sales and customer service call centers provide businesses with a convenient and effective way to directly communicate with current and potential customers. The Sales and Customer Service Training for Call Centers course is designed to help your call center staff acquire the skills to provide every caller with the best service possible. Download Sales and Customer Service
This 3-day workshop covers the following topics: verbal communication skills ( tone,
Training for Call Centers Training Course
cadence, pitch), questioning and listening skills, how to say “no” and deliver bad news,
Outline
negotiating skills, techniques to maximize positive impact on current and potential customers and much more.
Training courses for Sales Training
This comprehensive and valuable training course is now available across the U.S., including Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Houston, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, San Antonio and Seattle.
How You And Your Team Will Benefit From This Training After completing this course, participants will have learned to: Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element Learn aspects of verbal communication such as tone, cadence, and pitch Understand the importance of customers Demonstrate an understanding of questioning and listening skills Acquire comfort with delivering bad news and saying no Learn effective ways to negotiate Understand the importance of creating and delivering meaningful messages Use tools to facilitate communication Realize the value of personalizing interactions and developing relationships Practice vocal techniques that enhance speech and communication abilities Develop active listening Use personalized techniques for managing stress
Here Are Just Some Of The Skills You'll Learn Sales and Customer Service Training for Call Centers Training Course Lesson 1 Introduction Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Sales and Customer Service Training for Call Centers Training Course Lesson 2 Asking the Right Questions Open Questions vs. Closed Questions Probing Techniques
Sales and Customer Service Training for Call Centers Training Course Lesson 3 What's Missing in Telephone Communications? It's Not What You Say; It's How You Say It In the Absence of Body Language
Sales and Customer Service Training for Call Centers Training Course Lesson 4 Saying No When We Say "No" Delivering Bad News Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 5 Verbal Communications Techniques Being Yourself and Sounding Your Best A Service Image
Sales and Customer Service Training for Call Centers Training Course Lesson 6 Sales by Phone Benefits of Telemarketing Rapport Building
Sales and Customer Service Training for Call Centers Training Course Lesson 7 Who are Your Customers? Define the Customer & Client About Relationships
Sales and Customer Service Training for Call Centers Training Course Lesson 8 Taking Messages Pen in Hand Effective Messages
Sales and Customer Service Training for Call Centers Training Course Lesson 9 To Serve & Delight What You Say and What it Means Planning the Ideal Answer
Sales and Customer Service Training for Call Centers Training Course Lesson 10 Staying Out of Voice Mail Jail Voice Mail Etiquette Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 11 Did You Hear Me? Listening Skills The Mission: To Listen
Sales and Customer Service Training for Call Centers Training Course Lesson 12 Closing Down the Voice Hyoid Limbering Hum Sighing The Diaphragmatic Breath
Sales and Customer Service Training for Call Centers Training Course Lesson 13 Cold & Warm Calls The Cold Call The Warm Call
Sales and Customer Service Training for Call Centers Training Course Lesson 14 Closing the Sale The Closing Phrase Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 15 Developing a Script Scripting Techniques Sample Script
Sales and Customer Service Training for Call Centers Training Course Lesson 16 Feelings Feels Like a Winner! Presentations
Sales and Customer Service Training for Call Centers Training Course Lesson 17 Perfecting the Script Making the Script Yours Using Cheat Sheets
Sales and Customer Service Training for Call Centers Training Course Lesson 18 Changes in the Customer The Changing Customer What the Customer Wants
Sales and Customer Service Training for Call Centers Training Course Lesson 19 Going Above & Beyond Fifteen Techniques for CCA Success Debrief Customise Your Service
Sales and Customer Service Training for Call Centers Training Course Lesson 20 Negotiation Techniques Mastering Negotiation Skills Practicing Negotiation
Sales and Customer Service Training for Call Centers Training Course Lesson 21 Handling Objections I Object! Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 22 It's More Than Just a Phase Phases of Negotiation Negotiation Made Easier Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 23 High Impact Moments Make it Count Creating Case Studies Presenting Real Life!
Sales and Customer Service Training for Call Centers Training Course Lesson 24 This is My Mentor Case Study Debrief
Sales and Customer Service Training for Call Centers Training Course Lesson 25 Tips for Challenging Callers Tips and Tricks Caller Behaviours Debrief Up the Mountain
Sales and Customer Service Training for Call Centers Training Course Lesson 26 Stress Busting Stress Busting Card Game Managing Your Day
Sales and Customer Service Training for Call Centers Training Course Lesson 27 Dealing with Difficult Customers Dealing with Problems Dealing with Vulgarity
Sales and Customer Service Training for Call Centers Training Course Lesson 28 News from Within Management Reports Pre-Assignment Review CCA Reports
Sales and Customer Service Training for Call Centers Training Course Lesson 29 Phone Tag & Getting the Call Back Phone Tag Following Up
Sales and Customer Service Training for Call Centers Training Course Lesson 30 Wrapping Up It's a Wrap - Just About! Questions & Answers Debrief
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CLIENT SITE TRAINING
Why Client Site training? Flexible length - sessions as short as 1 hour
Certificate of Completion (always available in the App)
Cost effective - great group pricing
Excellent Team Building Opportunity
Greatest impact in the shortest time
Comprehensive courseware as books (& available in the App)
WHEN YOU BOOK AN CLIENT SITE COURSE WITH PD TRAINING YOU CAN EXPECT:
To be Engaged all day
An Outstanding Trainer
Focussed on you
Refresher Course $0
Activities and discussion for engaged learning all day.
On average PDT trainers have 15 years industry experience 7 years training experience.
We always tailor activities and scenarios to be relevant to you.
Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.
1/2 Price Coaching
Acclaimed Provider
Multi-modal Reinforcement
We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.
The confidence of booking with an acclaimed multi national training company
Support, reinforcement & extension eLearning and videos in the App.
LEARN MORE ABOUT ORGMENTA
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WHAT PREVIOUS PARTICIPANTS SAY ABOUT OUR SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTERS TRAINING COURSE
Matt did an excellent job - we made changes in course material and he was
Marilyn was very knowledgeable on the topic and did an excellent job
very flexible and responsive. He clearly tied the material to our roles and
teaching. I would definitely take a class from her again!
functions. well Done!
American Airlines
Centers for Disease Control and Prevention
All of the content was good and beneficial to me.
The instructor was really friendly and knowledgeable, I had a really good time in the training, it will help me to do my job better
Coca Cola
Siemens
The training was absolutely helpful to all of us. It was a fun and we learned
The activities really help to set the stage for the activities. The students all
a lot of important details that can be applied to our daily task.
worked together and made the class fun with the instructor. I found the class very enjoyable.
Abbott
Boeing
The instructor was great, knowledgeable and very engaging. Would love to
The trainer was excellent at keeping students engaged through the 2 day
take more courses that she teaches.
session. I would suggest adding some additional exercises or group
Defense Acquisition University
activities that underscore certain learning objectives. Overall, the course provided a good refresher. National Park Service
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