Call Centre Training: Sales and Customer Service - PD Training

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Learn Proven Techniques for Successful Telephone-Based Sales and Customer Service Staff Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills. The PD Training Sales & Customer Service Training for Call Centers Course provides skill

Download Sales and Customer Service

building in every aspect of handling calls from customers such as the use of probing

Training for Call Centres Outline

techniques, voice control, what to say when, rapport building and more. This course is designed to help call center professionals expertly handle customer calls and ensure that

Training courses for Sales Training

every caller receives the best possible service. This comprehensive and engaging 3-day workshop is running now throughout New Zealand, including Auckland, Wellington and Christchurch. Please click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

How You And Your Team Will Benefit From This Training By the end of this course, participants 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. Realise the value of personalising interactions and developing relationships. Practice vocal techniques that enhance speech and communication ability. Personalise techniques for managing stress.

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

Sales and Customer Service Training for Call Centres - Lesson 2 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 Centres - Lesson 3 Verbal Communications Techniques Being Yourself and Sounding Your Best A Service Image

Sales and Customer Service Training for Call Centres - Lesson 4 Who are Your Customers? Define the Customer & Client About Relationships

Sales and Customer Service Training for Call Centres - Lesson 5 To Serve & Delight What You Say and What it Means Planning the Ideal Answer

Sales and Customer Service Training for Call Centres - Lesson 6 Did You Hear Me? Listening Skills The Mission: To Listen

Sales and Customer Service Training for Call Centres - Lesson 7 Asking the Right Questions Open Questions vs. Closed Questions Probing Techniques

Sales and Customer Service Training for Call Centres - Lesson 8 Saying No When We Say "No" Delivering Bad News Debrief

Sales and Customer Service Training for Call Centres - Lesson 9 Sales by Phone Benefits of Telemarketing Rapport Building

Sales and Customer Service Training for Call Centres - Lesson 10 Taking Messages Pen in Hand Effective Messages

Sales and Customer Service Training for Call Centres - Lesson 11 Staying Out of Voice Mail Jail Voice Mail Etiquette Debrief

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

Sales and Customer Service Training for Call Centres - Lesson 13 Cold & Warm Calls The Cold Call The Warm Call

Sales and Customer Service Training for Call Centres - Lesson 14 Developing a Script Scripting Techniques Sample Script

Sales and Customer Service Training for Call Centres - Lesson 15 Perfecting the Script Making the Script Yours Using Cheat Sheets

Sales and Customer Service Training for Call Centres - Lesson 16 Going Above & Beyond Fifteen Techniques for CCA Success Debrief Customise Your Service

Sales and Customer Service Training for Call Centres - Lesson 17 Handling Objections I Object! Debrief

Sales and Customer Service Training for Call Centres - Lesson 18 Closing the Sale The Closing Phrase Debrief

Sales and Customer Service Training for Call Centres - Lesson 19 Feelings Feels Like a Winner! Presentations

Sales and Customer Service Training for Call Centres - Lesson 20 Changes in the Customer The Changing Customer What the Customer Wants

Sales and Customer Service Training for Call Centres - Lesson 21 Negotiation Techniques Mastering Negotiation Skills Practicing Negotiation

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

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

Sales and Customer Service Training for Call Centres - Lesson 24 Tips for Challenging Callers Tips and Tricks Caller Behaviours Debrief Up the Mountain

Sales and Customer Service Training for Call Centres - Lesson 25 Dealing with Difficult Customers Dealing with Problems Dealing with Vulgarity

Sales and Customer Service Training for Call Centres - Lesson 26 Phone Tag & Getting the Call Back Phone Tag Following Up

Sales and Customer Service Training for Call Centres - Lesson 27 This is My Mentor Case Study Debrief

Sales and Customer Service Training for Call Centres - Lesson 28 Stress Busting Stress Busting Card Game Managing Your Day

Sales and Customer Service Training for Call Centres - Lesson 29 News from Within Management Reports Pre-Assignment Review CCA Reports

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

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IN-HOUSE TRAINING

Why In-House 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 IN-HOUSE 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.

In-House 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 CENTRES

I did mention at the end of the day that this course was the most engaged I

Appreciate the way Ian ensured that the things I wanted to learn were

had been from start to finish in a course for a very long time.

covered and in going through the content took time to reiterate and use personal experience for me to learn.

Careers New Zealand

KiwiRail

It was all very informative and very relevant to our line of work.

Troy was great and we had a really good group. I can't wait to put things into practice.

Endeavour Foundation

Endeavour Foundation

Will recommend for any supervisor or team leader with in DHL.

I found the course to be thoroughly enjoyable and educational...I loved it and can't wait to put it into action. I do just wish it was longer: I enjoyed it

DHL Supply Chain

enough to want stay and learn more for a few extra days. Mitre 10

I enjoyed the course and found it very useful and I aim to use it in both a

I found the course quite interesting & fun, the instructor was very

professional and personal level. Thanks again Tammy was very good with

knowledgeable and very precise & well spoken, a very professional trainer,

her delivery and did an excellent job of keeping the group on track whilst at

what I received from the course will be very valuable to my Everyday life,

the same time giving everyone a fair time to ask questions. Thank you

with my dealing with customers and my peers

Tammy I would say the only thing negative is that everyone in the business may not get to do the course as it is invaluable, especially at this time of

Metcash/IGA

change. Metcash/IGA

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