Sales and Customer Service Training for Call Centres

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 your customers!

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 much 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 Australia, including Brisbane, Sydney, Melbourne, Adelaide,, Canberra and Perth.

Please click on the Group Booking Quote button to receive a free quote for courses delivered at your preferred location.

Your Learning Outcomes

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 with 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.

4.6/5

from 126 responses

Download PDF Outline Duration: 3.0 Days

Other Training courses for Sales Training

Training courses for Sales Training

Course name	Length	Next class
Active Listening Training - The secret of great communicators!	0.5 day course	View schedule
Sales Training	1.0 day course	13 October
Retail Sales Training	1.0 day course	View schedule
Writing Winning Proposals Training	1.0 day course	View schedule
Sales Training for Call Centres Training	1.0 day course	View schedule
Overcoming Objections Sales Training	1.0 day course	View schedule
Call Centre Training: Sales and Customer Service Training for Call Centres	3.0 day course	View schedule
Pitch Proposal and Presentation Sales Training	1.0 day course	View schedule
Effective Prospecting Sales Training	1.0 day course	View schedule
Influence and Persuasion at Work Training	0.5 day course	View schedule
Consultative Sales Training	1.0 day course	View schedule

PD Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

"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. :)"

"Anne was a very engaging trainer and the content was interesting but the quality of the course could be enhanced by spending more time on applying the knowledge that we were taught into practical situations."

"Anne is very approachable and friendly and a well of information. I really enjoyed her style of humour and teaching! I enjoyed most watching my team "unravel" - there was a lot of apprehension prior to the session that their scores reflected who they are as people and I noticed some negative feelings and whispers before we had even begun. It was great to see the arms unfold due to Anne's excellent teachings and watch them gradually relax and be totally won over/captivated. I also loved learning about my peers styles and better ways to integrate/understand and collaborate with them! Anne is an asset to your organisation. Thank you Anne - Legend!!"

"I found the most useful section of the course the use of words to use and words not to use. Ann was very engaging and made the training very interesting and had a good sense of humour."

"The course was very informative I learnt some new techniques and had fun doing it"

Better Caring

"Karin has done and excellent job tailoring the course content to suit our needs. We would definitely request her for future training sessions as her understanding of our roles and business increases with each session."

Mobile Rehab Australia

This course has helped change my mind set & given me some skills to use! Would help the whole sales team. The course was great and I was glad I attended. The trainer was very knowledgeable about the subject and delivered the subject very well.
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

I just want to thank Tammy for her ability to personalise the course for each participant. She certainly made an impact and had the ability to speak honestly and reflect on previous comments and thread these back into the learning.
PAMS

Thank you the training course was excellent and the way Tammy involved everyone was the best. Tammy was very professional in very way. I was very impressed with the course content and her delivery.
Landgate

The course was very good and gave me some tools to help me.
Endeavour Energy

I thought the course was well presented and entertaining. Yes I would recommend this course to others. I am currently looking at others courses you offer.
Momentive Specialty Chemicals

The fact that there was only three of us, made it intimate and we were able to go into detail with our specific needs.
University of Melbourne

I found the course very informative and Karen has given me some coping mechanisms to get me through the tough calls I get at work.
CPA Australia

Michaela was excellent! I learnt a lot and will put them into practice!
JAYCO

The whole course is useful and it's all inter-related. Jill is an excellent presenter. Never a boring moment.
Fresenius Medical Care

Plus you’ll also receive:

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

REACH
Profiles

For every participant
valued at $199 each

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Call Centre Training: Sales and Customer Service Training for Call Centres Now

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.

Note that we will use two acronyms interchangeably throughout the workshop:

CSR: Customer Service Representative
CCA: Call Centre Agent

Course Outline for Call Centre Training: Sales and Customer Service Training for Call Centres

After completing this course, participants will have learned to:

Topic 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

Topic 2

Verbal Communication Techniques

Being Yourself and Sounding Your Best
A Service Image

Topic 3

Who are Your Customers?

Define the Customer and Client
About Relationships

Topic 4

To Serve and Delight

Topic 5

Did You Hear Me?

Listening Skills
The Mission: To Listen

Topic 6

Morning Reflection

Topic 7

Asking the Right Questions

Open Questions vs. Closed Questions
Probing Techniques

Topic 8

Saying No

When We Say “No”
Activity: Delivering Bad News

Topic 9

Sales by Phone

Benefits of Telemarketing

Topic 10

Taking Messages

Pen in Hand
Empowering CCAs to resolve issues

Topic 11

Staying Out of Voice Mail Jail

Topic 12

Exercises for Conditioning Your Voice

Topic 13

Afternoon Reflection

Topic 14

Cold and Warm Calls

The Cold Call
The Warm Call

Topic 15

Developing a Script

Scripting Techniques
Sample Script

Topic 16

Perfecting the Script

Making the Script Yours
Using Cheat Sheets

Topic 17

Going Above and Beyond

Fifteen Techniques for CCA Success
Customise Your Service

Topic 18

Handling Objections

Topic 19

Morning Reflection

Topic 20

Closing the Sale

Topic 21

Feelings

Activity: Feels like a Winner

Topic 22

Changes in the Customer

The Changing Customer
What the Customer Wants

Topic 23

Negotiation Techniques

Mastering Negotiation Skills
Practising Negotiation

Topic 24

Phases of Negotiation

Introduction
Principled Negotiation

Topic 25

Afternoon Reflection

Topic 26

High Impact Moments

Make It Count
Creating Case Studies

Topic 27

Tips for Challenging Callers

Activity: Managing Talkative Callers
Activity: Caller Behaviors
Activity: Up the Mountain

Topic 28

Dealing with Difficult Customers

Activity: Dealing with Problems
Dealing with Vulgarity

Topic 29

Phone Tag and Getting the Call Back

Phone Tag
Following Up

Topic 30

Morning Reflection

Topic 31

Phone Tag and Getting the Call Back

Phone Tag
Following Up

Topic 32

Morning Reflection

Topic 33

This is My Mentor

Activity: Roger’s Super Year

Topic 34

Stress Busting

Topic 35

News from Within

Common Issues in Call Centers
Activity: Pre-Assignment Review
CCA Reports

Topic 36

Wrapping Up

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

Topic 37

Close with Vocals

Topic 38

Personal Action Plan