Call Centre Training
Receptionist Training CourseCall Centre Training CourseCustomer Service Training Course

Call Centre Training

 

Inbound and outbound call centre staff must ensure they handle a variety of enquires with a professional, friendly and customer focused approach. We have listed some examples of call centre training topics that can be designed and delivered to compliment existing SLA's and company policy's.

Who should attend

 
Inbound and Outbound call centre staff.

Learning Outcome

Design and deliver a bespoke Call Centre training program to achieve the learning outcome you require for your call centre staff.

Examples of Course Topics

Telephone Skills
    Reducing call duration times whilst keeping service quality high
    The correct direction of callers
    Improving listening and questioning skills to establish peoples needs
    Developing a professional telephone voice
    Enhance your confidence when communicating with customers
    Positive words, language and statements
    Professional message taking

Customer Perceptions
    The importance of customer perception and customer relationships
    Customers needs and expectations
    The perception of your organisations Brand and service

Exceptional Customer Service
    Make an excellent first impression - Use body language and voice effectively
    Techniques to consistently give your customers exceptional customer service
    Value every customer - Learn the consequences of poor customer service
    Give reassurance, support and advice to people where necessary
    Empathy and sympathy techniques
    Rapport building, 'mirroring' skills and over familiarity

Handling Difficult Customer Situations
    Recognising the characteristics of difficult customers
    Showing genuine interest in the customers issues
    Responsibility, Information and the direction of issues
    Turning negatives into positives
    Assertiveness skills
    Techniques to handle anger, complaints and difficult issues
    How to Say "NO" to people respectively and provide alternatives
    How reactions can effect the 'counter reactions' of your customers
    Calming angry & upset individuals
    Recording official complaints
    Staying motivated and in stressful situations

Taking Advantage of Sales Opportunities

    Getting past gatekeepers and through to the decision makers
    How to sell consultatively
    Techniques to build rapport

    Listening skills to spot sales opportunities
    Capitalising on customer loyalty
    Understanding the sales process - Why people buy
    Turning complaining customers into sales opportunities
    Spotting buying signals and leading the call correctly
    Using follow-up calls as an opportunity to generate sales opportunities
    Handling objections with enthusiasm and creating interest
    How to choose the best 'closing technique' to get the customer to buy
    'Up selling' and 'Cross selling' techniques

Group practical's, discussions and activities are used to maximise participation from every delegate.

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Training Format

 

The call centre training format you choose, will depend on the amount of people you would like to train and the availability of your call centre staff.

 

Bespoke In-house Training

 

    Ideal for training groups of call centre staff.

    Flexible and cost effective Training.   

    Design a bespoke Training program to meet the needs of your call centre staff.

    Typical course lengh between 1 - 3 days.   

    Training can be held at your premises or a venue of your choice.

    Consultancy and training needs analysis available.

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Make an Enquiry

 

Please contact us to discuss your call centre training brief or to make a booking:

 

    Tel: 0800 121 4660

    Email: info@be-training.co.uk 

    Complete a brief enquiry form and we will call you back. 

Telephone Skills Training Course
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(c) 2008 Business Enhancement Training Ltd

Business Enhancement Training Ltd, Central House, 1 Ballards Lane, London. N3 1LQ.

Enquires & Bookings: 0800 121 4660  |  Tel: +44 (0)208 445 9625  |  Fax: (0)208 445 1595  |  Email: info@be-training.co.uk

Call Centre Training