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Call Center Training: Sales and Customer Service (Short Course)

100% Online Study

20 Hr Short Course

Any Device, Any Time

Self Paced Study

Train your call center employees how to effectively provide top-notch customer service.

Teach employees verbal communication techniques, how to define the customer and the client, probing question techniques and more!

What to expect:

The success of Call Centers depends on well-trained agents who understand the best ways to listen and be heard. Each customer interaction has elements of both sales and customer service skills, which trainers will explore in detail throughout this workshop.

This online short course will teach students the nuances of body language and verbal skills; aspects of verbal communication such as tone, cadence, and pitch; questioning and listening skills; how to deliver bad news and say ‘no’; effective ways to negotiate; the importance of creating and delivering meaningful messages; tools to facilitate their communication; the value of personalizing their interactions and developing relationships; vocal techniques that will enhance their speech and communication ability; and personalized techniques for managing stress.

You will be able to obtain a “certificate of completion” with your name and completion date on it.

Note: these short courses are self-guided online courses and are not to be confused with our tutor-supported online courses.

 

There are 31 Lessons in this course:

1. Course Overview

2. What’s Missing in Telephone Communication?

    • It’s Not What You Say; It’s How You Say It
    • In the Absence of Body Language

3. Verbal Communication Techniques

    • Being Yourself and Sounding Your Best
    • A Service Image

4. Who are Your Customers?

    • Define the Customer and Client
    • About Relationships

5. To Serve and Delight

6. Did You Hear Me?

    • Listening Skills
    • The Mission: To Listen

7. Asking the Right Questions

    • Open Questions vs. Closed Questions
    • Probing Techniques

8. Saying No

    • When We Say “No”
    • Delivering Bad News

9. Sales by Phone

    • Benefits of Telemarketing
    • Rapport Building

10. Taking Messages

    • Pen in Hand
    • Effective Messages

11. Staying Out of Voice Mail Jail

12. Closing Down the Voice

13. Cold and Warm Calls

    • The Cold Call
    • The Warm Call

14. Developing a Script

    • Scripting Techniques
    • Sample Script

15. Perfecting the Script

    • Making the Script Yours
    • Using Cheat Sheets

16. Going Above and Beyond

    • Fifteen Techniques for CCA Success
    • Customize Your Service

17. Handling Objections

18. Closing the Sale

19. Feelings

20. Changes in the Customer

    • The Changing Customer
    • What the Customer Wants

21. Negotiation Techniques

    • Mastering Negotiation Skills
    • Practicing Negotiation

22. It’s More Than Just a Phase

    • Phases of Negotiation
    • Negotiation Made Easier

23. High Impact Moments

    • Make It Count
    • Creating Case Studies

24. Tips for Challenging Callers

    • Tips and Tricks
    • Caller Behaviors
    • Up the Mountain

25. Dealing with Difficult Customers

    • Dealing with Problems
    • Dealing with Vulgarity

26. Phone Tag and Getting the Call Back

    • Phone Tag
    • Following Up

27. This is My Mentor

28. Stress Busting

29. News from Within

    • Management Reports
    • Pre-Assignment Review
    • CCA Reports

30. Wrapping Up

    • It’s a Wrap – Just About!
    • Debrief

31. Close with Vocals

    • Recommended Reading List
    • Post-Course Assessment

Pay Upfront & Save

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$ 199 Once only payment
  • Single payment
  • Pay by Credit Card or PayPal

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We respect your time & privacy. We won't call you unless you ask. To book a free no pressure chat please schedule a time here:

Flexibility You Need

We understand what you need. We offer flexible payment terms, flexible study options while giving you the structure to succeed.

1-on-1 Support

We care about your success, we are here to help you every step of the way. Our short courses are designed to be self sufficient but our tutors are available to answer questions.

Easy Study Schedule

Our courses are self paced. You set your own study schedule to fit around your life. Study from home on any device, at anytime!

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Pay Upfront & Save

Save and pay upfront using your Credit Card or PayPal
$ 199 Once only payment
  • Best value
  • Single payment
  • Pay by Credit Card or PayPal
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There are a lot of options for online learning, and we’re glad that you’ve decided to look into Careerline.  We want to be your go-to learning spot, so we’ll make you these promises:

You’re never just a number. You’re a student with goals and challenges and we want to help you in any way we can.

Your goals matter. Whether you’re just starting a new hobby or trying to transform your career, your goal is important and it’s worth your time and our devoted attention.

When you reach out, we respond. You’re wondering right now, “Will they take my money and disappear?” When you join, you are part of the family. Need something? Just contact us and we’ll get right back to you. Have questions, concerns, or feedback about your learning? We love talking about learning, and we love talking to our customers, so we can’t wait for you to get in touch.

7 Day Refund if you are not satisfied.  If you are not satisfied with our service or content we will happily refund your money.  Terms & Conditions do apply.

Our Online Short Courses

First and foremost our courses are 100% online courses BUT they are still very practical!  You will learn many practical skills, do some research, field trips and much more.  

All learning is best done by doing, so our online courses are designed to give you the foundation knowledge you need and to get you out there and doing whatever it is that you love.  

This sets our students up for success. 

    • 100% Online
    • Practical 
    • Certificate issued on completion
    • Self paced study

Getting where you want to go with your studies and/or career, involves much more than just reading or watching a video.  Knowing how to learn, how to research and find out new information, how to judge if the source of information is any good and how to find out what is happening in your industry and creating a network are vitally important!  Our courses will help you do all that.

We have mini self assessment tests so that you can be the judge of how well you understand the material and then a set task where you will undertake some form of practical exercise.  

Online study can by difficult but we are here to help you every step of the way.  

 

Courses on devices
Courses on devices

First and foremost our courses are 100% online courses BUT they are still very practical!  You will learn many practical skills, do some research, field trips and much more.  

All learning is best done by doing, so our online courses are designed to give you the foundation knowledge you need and to get you out there and doing whatever it is that you love.  

This sets our students up for success. 

    • 100% Online
    • Practical 
    • Certificate issued on completion
    • Self paced study

Getting where you want to go with your studies and/or career, involves much more than just reading or watching a video.  Knowing how to learn, how to research and find out new information, how to judge if the source of information is any good and how to find out what is happening in your industry and creating a network are vitally important!  Our courses will help you do all that.

We have mini self assessment tests so that you can be the judge of how well you understand the material and then a set task where you will undertake some form of practical exercise.  

Online study can by difficult but we are here to help you every step of the way.  

Study at home 24/7

Access your study materials anytime, anywhere

Easy 7 day refunds

No questions asked 7 days refund (*as per Terms and Conditions)

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