Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.
What Will Participants Learn?
The nuances of body language and verbal skills.
Aspects of verbal communication such as tone, cadence, and pitch.
Questioning and listening skills.
Ways of delivering bad news and saying no.
Effective ways to negotiate.
The importance of creating and delivering meaningful messages.
Tools to facilitate communication.
The value of personalizing interactions and developing relationships.
Vocal techniques that enhance speech and communication ability.
Techniques for managing stress.
What Topics are Covered?
Verbal communication techniques
Who are your customers?
Listening skills
Asking the right questions and saying no
Taking messages and using voice mail effectively
Vocal exercises
Cold and warm calls, including developing a script
Going above and beyond and high impact moments
Handling objections and closing the sale
Negotiation techniques
Tips for challenging callers
Phone tag and getting the call back
Stress busting
Call center trends
What’s Included?
Instruction by an expert facilitator
Small, interactive classes
Specialized participant manual and course materials including a pre-assignment and a post-assignment
A personalized Certificate of Completion