Sales and Customer Service Training for Call Centers

If your organization uses an outbound or inbound telesales team, then you can stay ahead of the competition by having your representatives undergo PD Training’s Sales and Customer Service training course. After the training is completed, participants will think and act like sales professionals, which can lead to improved sales, excellent customer service and better customer loyalty.

Participants will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships and much more.

This training course is now available in Malaysia and Kuala Lumpur.

This Sales and Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

Click on the In-house tab below to generate an instant quote.

Learning Outcomes
Course Outline
In-House
Training
  • Learning Outcomes - Sales and Customer Service Training for Call Centers

    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 in 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.
    Duration: 3 day course
    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Sales and Customer Service Training for Call Centers Reviews:

    The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job :)

    Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :)

    Cisco logo
    The trainer was very committed to deliver the content even with time limitation. He was sensitive to the class's response and question and tried his best to answer them.
    Cisco
    Cisco logo
    Thank you for providing the training. It is informative and helpful to understand my personal style and improve from there.
    Cisco
    Cisco logo
    The course content is precisely what I'm looking for. I'm very impressed with the flexibility of the training house and the trainer to customize this one day class to 3 hours power session for us. The group activities are relevant to situations that we sometime face, the short phrases shared by Jack are thoughts provoking, the LDP profile report is a self-discovery for me, it helps me to see my blind spots. Overall, I'm very satisfied with this class, and will recommend this to other functions/regions within Cisco.
    Cisco
    Curtin University logo
    The trainer is good, skillful and give lots of suggestions that might be useful in the workplace.
    Curtin University
    Petronas logo
    sporting trainer and give tips for improvements
    Petronas
    IDS Medical System logo
    The trainer was awesome. Really motivated me in the process. Thanks Jack
    IDS Medical System
    IDS Medical System logo
    the training was good and the trainer did a good job by giving us chance in role play! Good Job Jack
    IDS Medical System



  • Course Outline - Sales and Customer Service Training for Call Centers

    Download Sales and Customer Service Training for Call Centers Outline

    Foreword:

    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 three-day workshop.

    Sales and Customer Service Training for Call Centers - Lesson 1
    What’s Missing in Telephone Communication?
    • 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 - Lesson 2
    Verbal Communication Techniques
    • Being Yourself and Sounding Your Best
    • A Service Image
    Sales and Customer Service Training for Call Centers - Lesson 3
    Who are Your Customers?
    • Define the Customer and Client
    • About Relationships
    Sales and Customer Service Training for Call Centers - Lesson 4
    To Serve and Delight
    Sales and Customer Service Training for Call Centers - Lesson 5
    Did You Hear Me?
    • Listening Skills
    • The Mission: To Listen
    Sales and Customer Service Training for Call Centers - Lesson 6
    Morning Reflection
    Sales and Customer Service Training for Call Centers - Lesson 7
    Asking the Right Questions
    • Open Questions vs. Closed Questions
    • Probing Techniques
    Sales and Customer Service Training for Call Centers - Lesson 8
    Saying No
    • When We Say “No”
    • Activity: Delivering Bad News
    Sales and Customer Service Training for Call Centers - Lesson 9
    Sales by Phone
    • Benefits of Telemarketing
    Sales and Customer Service Training for Call Centers - Lesson 10
    Taking Messages
    • Pen in Hand
    • Empowering CCAs to resolve issues
    Sales and Customer Service Training for Call Centers - Lesson 11
    Staying Out of Voice Mail Jail
    Sales and Customer Service Training for Call Centers - Lesson 12
    Exercises for Conditioning Your Voice
    Sales and Customer Service Training for Call Centers - Lesson 13
    Afternoon Reflection
    Sales and Customer Service Training for Call Centers - Lesson 14
    Cold and Warm Calls
    • The Cold Call
    • The Warm Call
    Sales and Customer Service Training for Call Centers - Lesson 15
    Developing a Script
    • Scripting Techniques
    • Sample Script
    Sales and Customer Service Training for Call Centers - Lesson 16
    Perfecting the Script
    • Making the Script Yours
    • Using Cheat Sheets
    Sales and Customer Service Training for Call Centers - Lesson 17
    Going Above and Beyond
    • Fifteen Techniques for CCA Success
    • Customise Your Service
    Sales and Customer Service Training for Call Centers - Lesson 18
    Handling Objections
    Sales and Customer Service Training for Call Centers - Lesson 19
    Morning Reflection
    Sales and Customer Service Training for Call Centers - Lesson 20
    Closing the Sale
    Sales and Customer Service Training for Call Centers - Lesson 21
    Feelings
    • Activity: Feels like a Winner
    Sales and Customer Service Training for Call Centers - Lesson 22
    Changes in the Customer
    • The Changing Customer
    • What the Customer Wants
    Sales and Customer Service Training for Call Centers - Lesson 23
    Negotiation Techniques
    • Mastering Negotiation Skills
    • Practising Negotiation
    Sales and Customer Service Training for Call Centers - Lesson 24
    Phases of Negotiation
    • Introduction
    • Principled Negotiation
    Sales and Customer Service Training for Call Centers - Lesson 25
    Afternoon Reflection
    Sales and Customer Service Training for Call Centers - Lesson 26
    High Impact Moments
    • Make It Count
    • Creating Case Studies
    Sales and Customer Service Training for Call Centers - Lesson 27
    Tips for Challenging Callers
    • Activity: Managing Talkative Callers
    • Activity: Caller Behaviors
    • Activity: Up the Mountain
    Sales and Customer Service Training for Call Centers - Lesson 28
    Dealing with Difficult Customers
    • Activity: Dealing with Problems
    • Dealing with Vulgarity
    Sales and Customer Service Training for Call Centers - Lesson 29
    Phone Tag and Getting the Call Back
    • Phone Tag
    • Following Up
    Sales and Customer Service Training for Call Centers - Lesson 30
    Morning Reflection
    Sales and Customer Service Training for Call Centers - Lesson 31
    Phone Tag and Getting the Call Back
    • Phone Tag
    • Following Up
    Sales and Customer Service Training for Call Centers - Lesson 32
    Morning Reflection
    Sales and Customer Service Training for Call Centers - Lesson 33
    This is My Mentor
    • Activity: Roger’s Super Year
    Sales and Customer Service Training for Call Centers - Lesson 34
    Stress Busting
    Sales and Customer Service Training for Call Centers - Lesson 35
    News from Within
    • Common Issues in Call Centers
    • Activity: Pre-Assignment Review
    • CCA Reports
    Sales and Customer Service Training for Call Centers - Lesson 36
    Wrapping Up
    • It’s a Wrap – Just About!
    • Questions and Answers
    • Debrief
    Sales and Customer Service Training for Call Centers - Lesson 37
    Close with Vocals
    Sales and Customer Service Training for Call Centers - Lesson 38
    Personal Action Plan

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

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

    Tailored training

    Focussed on you

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

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

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

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

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

    Orgmenta app
Not exactly what you needed? Try other courses in the Sales Training Courses Category

 
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