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Call Centre & Customer Service training course

Regular Price: $280

Special Price: $29

  • 9h - Flexible
  • 2 students have purchased
  • Express
John Academy
71-75 Shelton Street, Covent Garden, London WC2H 9JQ WC2H 9JQ See in Google maps


  • Affordable
  • Make your own study schedule and take advantage of online tutoring hours
  • Obtain a certified diploma once you finish the course.


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.

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


Thanks to this offer, valid exclusively for one person, you will obtain a Call Centre & Customer Service training course.

How to register

By buying the course in Emagister Express, you will obtain an access coupon. We will send you the codes and keys to the coupon. Send the coupon code and the key to info@johnacademy.co.uk. The training provider will then give you access to the course.

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