Objective
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 practical workshop.
Modules
Some of the modules we will cover include:
- Who are your customers?
- The nuances of body language and verbal skills.
- Aspects of verbal communication such as tone, cadence, and pitch.
- Questioning and listening skills.
- Vocal techniques that enhance speech and communication ability.
- Asking the right questions and saying no
- 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 personalising interactions and developing relationships.
- Techniques for managing stress.
- Cold and warm calls, including developing a script
- Going above and beyond and high impact moments
- In bound sales technique
- Handling objections and closing the sale
- Tips for challenging callers
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