Sales and Customer Service Training for Call Centres

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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.

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 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.
    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 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

     

    Metcash IGA logo
    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
    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
    PAMS logo
    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
    Landgate logo
    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
    Endeavour Energy logo
    The course was very good and gave me some tools to help me.
    Endeavour Energy
    Momentive Specialty Chemicals logo
    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
    University of Melbourne logo
    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
    CPA Australia logo
    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
    JAYCO logo
    Michaela was excellent! I learnt a lot and will put them into practice!
    JAYCO
    Fresenius Medical Care logo
    The whole course is useful and it's all inter-related. Jill is an excellent presenter. Never a boring moment.
    Fresenius Medical Care



  • 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. 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

     

    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.

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