COURSE OVERVIEW

Call centres are an essential element of many businesses. Call centre agents need to make the most of their telephone-based work including understanding the best ways to listen and be heard and elements of sales and customer service skills.

KEY SUBJECT AREAS

• 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 centre trends.

LEARNING OUTCOMES

• 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 personalising interactions and developing relationships.
• Vocal techniques that enhance speech and communication ability.
• Techniques for managing stress