Overview
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 course.
Note that we will use two acronyms interchangeably throughout the course:
- CSR: Customer Service Representative
- CCA: Call Center Agent
Learning Outcomes
After you complete this course, you will be able 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.
- 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 ability.
- Personalize techniques for managing stress.
Course Outline
- 2.1: It’s Not What You Say; It’s How You Say It
- 2.2: In the Absence of Body Language
- 3.1: Being Yourself and Sounding Your Best
- 3.2: A Service Image
- 4.1: Define the Customer and Client
- 4.2: About Relationships
- 6.1: Listening Skills
- 6.2: The Mission: To Listen
- 7.1: Open Questions vs. Closed Questions
- 7.2: Probing Techniques
- 8.1: When We Say “No”
- 8.2: Delivering Bad News
- 9.1: Benefits of Telemarketing
- 9.2: Rapport Building
- 10.1: Pen in Hand
- 10.2: Effective Messages
- 13.1: The Cold Call
- 13.2: The Warm Call
- 14.1: Scripting Techniques
- 14.2: Sample Script
- 15.1: Making the Script Yours
- 15.2: Using Cheat Sheets
- 16.1: Fifteen Techniques for CCA Success
- 16.2: Customize Your Service
- 20.1: The Changing Customer
- 20.2: What the Customer Wants
- 21.1: Mastering Negotiation Skills
- 21.2: Practicing Negotiation
- 22.1: Phases of Negotiation
- 22.2: Negotiation Made Easier
- 23.1: Make It Count
- 23.2: Creating Case Studies
- 24.1: Tips and Tricks
- 24.2: Caller Behaviors
- 24.3: Up the Mountain
- 25.1: Dealing with Problems
- 25.2: Dealing with Vulgarity
- 26.1: Phone Tag
- 26.2: Following Up
- 29.1: Management Reports
- 29.2: Pre-Assignment Review
- 29.3: CCA Reports
- 30.1: It’s a Wrap Just About!
- 30.2: Debrief
Price: US$225
Course Features
- Modules 32
- Duration 4 Weeks
- Content Type Text & media
- Assessment Yes
- Pass Percentage 70%
- Certificate Yes
