Call Center Training: Sales and Customer Service Training for Call Centers Course

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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.

Your 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: 3.0 day course



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 Call Center Training: Sales and Customer Service Training for Call Centers Course 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 We’ll focus on what matters most to you and tailor to your context


Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

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