Call Centre Training: Sales and Customer Service Training for Call Centres Course in Auckland, Wellington, Christchurch

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.

Download Sales and Customer Service Training for Call Centres Outline

Training courses for Sales Training

Course name	Length	Next class
Active Listening Training Course	0.5 day course	Mar 15
Sales and Customer Service Training for Call Centres	3 day course
Consultative Sales Training	1 day course
Effective Prospecting Sales Training Course	1 day course	Mar 28
Influence and Persuasion at Work Training Course	0.5 day course	Apr 5
Overcoming Objections Sales Training Course	1 day course	Apr 3
Pitch Proposal and Presentation Sales Training Course	1 day course
Retail Sales Training Course	1 day course	Apr 29
Sales Training Course	1 day course	Apr 29
Sales Training for Call Centres Training	1 day course
Writing Winning Proposals Training Course	1 day course

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
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 :)

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

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

It was all very informative and very relevant to our line of work.
Endeavour Foundation

Troy was great and we had a really good group. I can't wait to put things into practice.
Endeavour Foundation

Will recommend for any supervisor or team leader with in DHL.
DHL Supply Chain

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

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

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.