Sales and Customer Service Training for Call Centres

Location: Lagos & Abuja.

Fee: N115, 000

Duration: 3days

Handling customers over the phone requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills. Learn how to create raving fans every time you engage with them.

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. The key is to train your staff to exceed customers’ expectations and create raving fans every time you engage with them.

This course will help call centre 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 energising and practical three-day workshop.

Course Outline

Call Centre Training: Sales & Customer Service Training for Call Centres Day 1

Sales & Customer Service Training for Call Centres – Lesson 1 Introduction

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Sales & 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 & Customer Service Training for Call Centres – Lesson 3 Verbal Communications Techniques

• Being Yourself and Sounding Your Best
• A Service Image

Sales & Customer Service Training for Call Centres – Lesson 4 Who are Your Customers?

• Define the Customer & Client
• About Relationships

Sales & Customer Service Training for Call Centres – Lesson 5 To Serve & Delight

• What You Say and What it Means
• Planning the Ideal Answer

Sales & Customer Service Training for Call Centres – Lesson 6 Did You Hear Me?

• Listening Skills
• The Mission: To Listen

Sales & Customer Service Training for Call Centres – Lesson 7 Asking the Right Questions

• Open Questions vs. Closed Questions
• Probing Techniques

Sales & Customer Service Training for Call Centres – Lesson 8 Saying No

• When We Say “No”
• Delivering Bad News
• Debrief

Sales & Customer Service Training for Call Centres – Lesson 9 Sales by Phone

• Benefits of Telemarketing
• Rapport Building

Sales & Customer Service Training for Call Centres – Lesson 10 Taking Messages

• Pen in Hand
• Effective Messages

Sales & Customer Service Training for Call Centres – Lesson 11 Staying Out of Voice Mail Jail

• Voice Mail Etiquette

Sales & Customer Service Training for Call Centres – Lesson 12 Closing Down the Voice

• Hyoid Limbering
• Hum
• Debrief
• Sighing
• The Diaphragmatic Breath

Call Centre Training: Sales & Customer Service Training for Call Centres Day 2

Sales & Customer Service Training for Call Centres – Lesson 1 Cold & Warm Calls

• The Cold Call
• The Warm Call

Sales & Customer Service Training for Call Centres – Lesson 2 Developing a Script

• Scripting Techniques
• Sample Script

Sales & Customer Service Training for Call Centres – Lesson 3 Perfecting the Script

• Making the Script Yours
• Using Cheat Sheets

Sales & Customer Service Training for Call Centres – Lesson 4 Going Above & Beyond

• Fifteen Techniques for CCA Success
• Debrief
• Customise Your Service

Sales & Customer Service Training for Call Centres – Lesson 5 Handling Objections

• I Object!
• Debrief

Sales & Customer Service Training for Call Centres – Lesson 6 Closing the Sale

• The Closing Phrase
• Debrief

Sales & Customer Service Training for Call Centres – Lesson 7 Feelings

• Feels Like a Winner!
• Presentations

Sales & Customer Service Training for Call Centres – Lesson 8 Changes in the Customer

• The Changing Customer
• What the Customer Wants

Sales & Customer Service Training for Call Centres – Lesson 9 Negotiation Techniques

• Mastering Negotiation Skills
• Practicing Negotiation

Sales & Customer Service Training for Call Centres – Lesson 10 It’s More Than Just a Phase

• Phases of Negotiation
• Negotiation Made Easier
• Debrief

Call Centre Training: Sales & Customer Service Training for Call Centres Day 3

Sales & Customer Service Training for Call Centres – Lesson 1 High Impact Moments

• Make it Count
• Creating Case Studies
• Presenting Real Life!

Sales & Customer Service Training for Call Centres – Lesson 2 Tips for Challenging Callers

• Tips and Tricks
• Caller Behaviours
• Debrief
• Up the Mountain

Sales & Customer Service Training for Call Centres – Lesson 3 Dealing with Difficult Customers

• Dealing with Problems
• Dealing with Vulgarity

Sales & Customer Service Training for Call Centres – Lesson 4 Phone Tag & Getting the Call Back

• Phone Tag
• Following Up

Sales & Customer Service Training for Call Centres – Lesson 5 This is My Mentor

• Case Study
• Debrief

Sales & Customer Service Training for Call Centres – Lesson 6 Stress Busting

• Stress Busting Card Game
• Managing Your Day

Sales & Customer Service Training for Call Centres – Lesson 7 News from Within

• Management Reports
• Pre-Assignment Review
• CCA Reports

Sales & Customer Service Training for Call Centres – Lesson 8 Wrapping Up

• It’s a Wrap – Just About!
• Questions & Answers
• Debrief

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