Sales and Customer Service Training for Call Centres Course
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, Parramatta, Canberra and Perth.
Please click the In-House Training tab to receive a free quote for courses delivered at your preferred location.
| Course name | Length | Outline | Next class |
|---|---|---|---|
| Active Listening Training - The secret of great communicators! | 0.5 day course |
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February 9 |
| Sales Training | 1.0 day course |
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February 9 |
| Retail Sales Training | 1.0 day course |
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January 21 |
| Writing Winning Proposals Training | 1.0 day course |
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| Sales Training for Call Centres Training | 1.0 day course |
|
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| Overcoming Objections Sales Training | 1.0 day course |
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January 28 |
| Call Centre Training: Sales and Customer Service Training for Call Centres | 3.0 day course |
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| Pitch Proposal and Presentation Sales Training | 1.0 day course |
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| Effective Prospecting Sales Training | 1.0 day course |
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March 18 |
| Influence and Persuasion at Work Training | 0.5 day course |
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| Consultative Sales Training | 1.0 day course |
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February 22 |
By the end of this course, participants will be able to:
"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
Download Call Centre Training: Sales and Customer Service Training for Call Centres Course Outline
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:
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Sales and Customer Service Training for Call Centres - Lesson 1
What’s Missing in Telephone Communication?
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Sales and Customer Service Training for Call Centres - Lesson 2
Verbal Communication Techniques
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Sales and Customer Service Training for Call Centres - Lesson 3
Who are Your Customers?
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Sales and Customer Service Training for Call Centres - Lesson 4
To Serve and Delight |
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Sales and Customer Service Training for Call Centres - Lesson 5
Did You Hear Me?
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Sales and Customer Service Training for Call Centres - Lesson 6
Morning Reflection |
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Sales and Customer Service Training for Call Centres - Lesson 7
Asking the Right Questions
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Sales and Customer Service Training for Call Centres - Lesson 8
Saying No
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Sales and Customer Service Training for Call Centres - Lesson 9
Sales by Phone
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Sales and Customer Service Training for Call Centres - Lesson 10
Taking Messages
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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 |
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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
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Sales and Customer Service Training for Call Centres - Lesson 15
Developing a Script
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Sales and Customer Service Training for Call Centres - Lesson 16
Perfecting the Script
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Sales and Customer Service Training for Call Centres - Lesson 17
Going Above and Beyond
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Sales and Customer Service Training for Call Centres - Lesson 18
Handling Objections |
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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 |
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Sales and Customer Service Training for Call Centres - Lesson 21
Feelings
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Sales and Customer Service Training for Call Centres - Lesson 22
Changes in the Customer
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Sales and Customer Service Training for Call Centres - Lesson 23
Negotiation Techniques
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Sales and Customer Service Training for Call Centres - Lesson 24
Phases of Negotiation
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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
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Sales and Customer Service Training for Call Centres - Lesson 27
Tips for Challenging Callers
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Sales and Customer Service Training for Call Centres - Lesson 28
Dealing with Difficult Customers
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Sales and Customer Service Training for Call Centres - Lesson 29
Phone Tag and Getting the Call Back
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Sales and Customer Service Training for Call Centres - Lesson 30
Morning Reflection |
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Sales and Customer Service Training for Call Centres - Lesson 31
Phone Tag and Getting the Call Back
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Sales and Customer Service Training for Call Centres - Lesson 32
Morning Reflection |
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Sales and Customer Service Training for Call Centres - Lesson 33
This is My Mentor
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Sales and Customer Service Training for Call Centres - Lesson 34
Stress Busting |
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Sales and Customer Service Training for Call Centres - Lesson 35
News from Within
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Sales and Customer Service Training for Call Centres - Lesson 36
Wrapping Up
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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 |
When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people dialling in, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
At your workplace
In our Training Rooms
In our Online Training Room
