Sales and Customer Service Training for Call Centres

Handling customers over the phone require many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills.

The PD Training Sales & Customer Service Training for Call Centers Course provides skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say when rapport building and more. This course is designed to help call center professionals expertly handle customer calls and ensure that every caller receives the best possible service.

This comprehensive and engaging 3-day workshop is running now throughout New Zealand, including Auckland, Wellington, and Christchurch.

Please click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

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

    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.
    • Realise the value of personalising interactions and developing relationships.
    • Practice vocal techniques that enhance speech and communication ability.
    • Personalise 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 Centres 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 center it all :)

    New Zealand Government logo
    I did mention at the end of the day that this course was the most engaged I had been from start to finish in a course for a very long time.
    Careers New Zealand
    KiwiRail logo
    Appreciate the way Ian ensured that the things I wanted to learn were covered and in going through the content took time to reiterate and use personal experience for me to learn.
    KiwiRail
    Endeavour Foundation logo
    It was all very informative and very relevant to our line of work.
    Endeavour Foundation
    Endeavour Foundation logo
    Troy was great and we had a really good group. I can't wait to put things into practice.
    Endeavour Foundation
    DHL logo
    Will recommend for any supervisor or team leader with in DHL.
    DHL Supply Chain
    Mitre 10 logo
    I found the course to be thoroughly enjoyable and educational...I loved it and can't wait to put it into action. I do just wish it was longer: I enjoyed it enough to want stay and learn more for a few extra days.
    Mitre 10
    Metcash IGA logo
    I enjoyed the course and found it very useful and I aim to use it in both a professional and personal level. Thanks again Tammy was very good with her delivery and did an excellent job of keeping the group on track whilst at the same time giving everyone a fair time to ask questions. Thank you Tammy I would say the only thing negative is that everyone in the business may not get to do the course as it is invaluable, especially at this time of change.
    Metcash/IGA
    Metcash IGA logo
    I found the course quite interesting & fun, the instructor was very knowledgeable and very precise & well spoken, a very professional trainer, what I received from the course will be very valuable to my Everyday life, with my dealing with customers and my peers
    Metcash/IGA



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

    Download Sales and Customer Service Training for Call Centres Outline

    Foreword:

    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.

    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.

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

 
shadow
Orgmenta logo
Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

×
Trusted Supplier
Privacy Policy - Terms & Conditions
© 2013 - 2019 Professional Development Training NZ Pty Ltd