Call Center Training: Sales and Customer Service Training for Call

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Learn Proven Techniques for Successful Telephone-Based Sales and Customer Service Staff Sales and customer service call centers provide businesses with a convenient and effective way to directly communicate with current and potential customers. The Sales and Customer Service Training for Call Centers course is designed to help your call center staff acquire the skills to provide every caller with the best service possible. Download Sales and Customer Service

This 3-day workshop covers the following topics: verbal communication skills ( tone,

Training for Call Centers Training Course

cadence, pitch), questioning and listening skills, how to say “no” and deliver bad news,

Outline

negotiating skills, techniques to maximize positive impact on current and potential customers and much more.

Training courses for Sales Training

This comprehensive and valuable training course is now available across the U.S., including Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Houston, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, San Antonio and Seattle.

How You And Your Team Will Benefit From This Training After completing this course, participants will have learned 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 Understand the importance of customers 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 abilities Develop active listening Use personalized techniques for managing stress

Here Are Just Some Of The Skills You'll Learn Sales and Customer Service Training for Call Centers Training Course Lesson 1 Introduction Icebreaker Housekeeping Items The Parking Lot Workshop Objectives

Sales and Customer Service Training for Call Centers Training Course Lesson 2 Asking the Right Questions Open Questions vs. Closed Questions Probing Techniques

Sales and Customer Service Training for Call Centers Training Course Lesson 3 What's Missing in Telephone Communications? It's Not What You Say; It's How You Say It In the Absence of Body Language

Sales and Customer Service Training for Call Centers Training Course Lesson 4 Saying No When We Say "No" Delivering Bad News Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 5 Verbal Communications Techniques Being Yourself and Sounding Your Best A Service Image

Sales and Customer Service Training for Call Centers Training Course Lesson 6 Sales by Phone Benefits of Telemarketing Rapport Building

Sales and Customer Service Training for Call Centers Training Course Lesson 7 Who are Your Customers? Define the Customer & Client About Relationships

Sales and Customer Service Training for Call Centers Training Course Lesson 8 Taking Messages Pen in Hand Effective Messages

Sales and Customer Service Training for Call Centers Training Course Lesson 9 To Serve & Delight What You Say and What it Means Planning the Ideal Answer

Sales and Customer Service Training for Call Centers Training Course Lesson 10 Staying Out of Voice Mail Jail Voice Mail Etiquette Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 11 Did You Hear Me? Listening Skills The Mission: To Listen

Sales and Customer Service Training for Call Centers Training Course Lesson 12 Closing Down the Voice Hyoid Limbering Hum Sighing The Diaphragmatic Breath

Sales and Customer Service Training for Call Centers Training Course Lesson 13 Cold & Warm Calls The Cold Call The Warm Call

Sales and Customer Service Training for Call Centers Training Course Lesson 14 Closing the Sale The Closing Phrase Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 15 Developing a Script Scripting Techniques Sample Script

Sales and Customer Service Training for Call Centers Training Course Lesson 16 Feelings Feels Like a Winner! Presentations

Sales and Customer Service Training for Call Centers Training Course Lesson 17 Perfecting the Script Making the Script Yours Using Cheat Sheets

Sales and Customer Service Training for Call Centers Training Course Lesson 18 Changes in the Customer The Changing Customer What the Customer Wants

Sales and Customer Service Training for Call Centers Training Course Lesson 19 Going Above & Beyond Fifteen Techniques for CCA Success Debrief Customise Your Service

Sales and Customer Service Training for Call Centers Training Course Lesson 20 Negotiation Techniques Mastering Negotiation Skills Practicing Negotiation

Sales and Customer Service Training for Call Centers Training Course Lesson 21 Handling Objections I Object! Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 22 It's More Than Just a Phase Phases of Negotiation Negotiation Made Easier Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 23 High Impact Moments Make it Count Creating Case Studies Presenting Real Life!

Sales and Customer Service Training for Call Centers Training Course Lesson 24 This is My Mentor Case Study Debrief

Sales and Customer Service Training for Call Centers Training Course Lesson 25 Tips for Challenging Callers Tips and Tricks Caller Behaviours Debrief Up the Mountain

Sales and Customer Service Training for Call Centers Training Course Lesson 26 Stress Busting Stress Busting Card Game Managing Your Day

Sales and Customer Service Training for Call Centers Training Course Lesson 27 Dealing with Difficult Customers Dealing with Problems Dealing with Vulgarity

Sales and Customer Service Training for Call Centers Training Course Lesson 28 News from Within Management Reports Pre-Assignment Review CCA Reports

Sales and Customer Service Training for Call Centers Training Course Lesson 29 Phone Tag & Getting the Call Back Phone Tag Following Up

Sales and Customer Service Training for Call Centers Training Course Lesson 30 Wrapping Up It's a Wrap - Just About! Questions & Answers Debrief

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CLIENT SITE TRAINING

Why Client Site training? Flexible length - sessions as short as 1 hour

Certificate of Completion (always available in the App)

Cost effective - great group pricing

Excellent Team Building Opportunity

Greatest impact in the shortest time

Comprehensive courseware as books (& available in the App)

WHEN YOU BOOK AN CLIENT SITE COURSE WITH PD TRAINING YOU CAN EXPECT:

To be Engaged all day

An Outstanding Trainer

Focussed on you

Refresher Course $0

Activities and discussion for engaged learning all day.

On average PDT trainers have 15 years industry experience 7 years training experience.

We always tailor activities and scenarios to be relevant to you.

Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.

1/2 Price Coaching

Acclaimed Provider

Multi-modal Reinforcement

We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

The confidence of booking with an acclaimed multi national training company

Support, reinforcement & extension eLearning and videos in the App.

LEARN MORE ABOUT ORGMENTA

GET A GROUP QUOTE

WHAT PREVIOUS PARTICIPANTS SAY ABOUT OUR SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTERS TRAINING COURSE

Matt did an excellent job - we made changes in course material and he was

Marilyn was very knowledgeable on the topic and did an excellent job

very flexible and responsive. He clearly tied the material to our roles and

teaching. I would definitely take a class from her again!

functions. well Done!

American Airlines

Centers for Disease Control and Prevention

All of the content was good and beneficial to me.

The instructor was really friendly and knowledgeable, I had a really good time in the training, it will help me to do my job better

Coca Cola

Siemens

The training was absolutely helpful to all of us. It was a fun and we learned

The activities really help to set the stage for the activities. The students all

a lot of important details that can be applied to our daily task.

worked together and made the class fun with the instructor. I found the class very enjoyable.

Abbott

Boeing

The instructor was great, knowledgeable and very engaging. Would love to

The trainer was excellent at keeping students engaged through the 2 day

take more courses that she teaches.

session. I would suggest adding some additional exercises or group

Defense Acquisition University

activities that underscore certain learning objectives. Overall, the course provided a good refresher. National Park Service

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