Call Centre & Customer Service Training Course
Course
Online
Description
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Type
Course
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Methodology
Online
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Class hours
9h
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Duration
Flexible
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Start date
Different dates available
Are you currently a call centre agent? Or are you someone who is in charge in customer service? Are you planning to learn more about his job but don’t know where? Then this training course will be a very big help for you to know how customer service works and why it works that way.
Almost everyone knows how customer services can make or break any business. These services help your clients be assured that you are available when problems arise. To know more about customer service, you will learn how to identify different types of buying motivations. You will need to learn about SMART goals and familiarise yourself with strategies that can improve communication skills. You will also learn the importance of phone etiquette and learn how to use it. You will learn all the necessary skills, knowledge and information about call centre & customer service training in this course.
Important information
Price for Emagister users:
Facilities
Location
Start date
Start date
About this course
Call centre agents or customer service representatives who need to acquire skills for their profession.
People who are interested in call centre customer service training.
This course is available to all learners, of all academic backgrounds.
Learners should be aged 16 or over to undertake the qualification.
Good understanding of English language, numeracy and ICT are required to attend this course.
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 6 years
Subjects
- Call Centre
- Works
- Customer Service
- Etiquette
- Preparation
- Open questions
- Case Study
- Difficult Customers
- Defining Buying Motives
- Getting Beyond the Gate Keeper
- Self-Assessments
Teachers and trainers (1)
John Adams John
Instructor
Course programme
Module One: Getting Started
- Workshop Objectives
Module Two: The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Case Study
Module Three: The Basics (II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
- Reporting
- Case Study
Module Four: Phone Etiquette
- Preparation
- Building Rapport1
- Speaking Clearly- Tone of Voice
- Effective Listening
- Case Study
Module Five: Tools
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Case Study
Module Six: Speaking Like a Star
- S= Situation
- T= Task
- A= Action
- R=Result
- Case Study
Module Seven: Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Case Study
Module Eight: Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Case Study
Module Nine: Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
- Case Study
Module Ten: Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Case Study
Module Eleven: Closing
- Knowing when it's Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Call Centre & Customer Service Training Course