Sales and Customer Service Training for Call Centres

Sales and Customer Service Training for Call Centres


Event outline

Course Overview

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.

Learning Outcomes

  • 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.

Course Outline

Lesson 1

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Lesson 2
What's Missing in Telephone Communications?

  • It's Not What You Say; It's How You Say It
  • In the Absence of Body Language

Lesson 3
Verbal Communications Techniques

  • Being Yourself and Sounding Your Best
  • A Service Image

Lesson 4
Who are Your Customers?

  • Define the Customer & Client
  • About Relationships

Lesson 5
To Serve & Delight

  • What You Say and What it Means
  • Planning the Ideal Answer

Lesson 6
Did You Hear Me?

  • Listening Skills
  • The Mission: To Listen

Lesson 7
Asking the Right Questions

  • Open Questions vs. Closed Questions
  • Probing Techniques

Lesson 8
Saying No

  • When We Say "No"
  • Delivering Bad News
  • Debrief

Lesson 9
Sales by Phone

  • Benefits of Telemarketing
  • Rapport Building

Lesson 10
Taking Messages

  • Pen in Hand
  • Effective Messages

Lesson 11
Staying Out of Voice Mail Jail

  • Voice Mail Etiquette
  • Debrief

Lesson 12
Closing Down the Voice

  • Hyoid Limbering
  • Hum
  • Sighing
  • The Diaphragmatic Breath

Dates & registration

There are no dates listed for this event.

Provider information

pd training is an Australian-owned, international training and professional development and services organisation, with approximately 400 specialist trainers across Australia, delivering thousands of courses each year in our 16 areas of specialty.