Call Center Sales and Customer Service Training Course
Learn to make the most of your telephone-based work, with top tools for listening and communicating
$12.99
Course Description
This course may be eligible for CEUs*
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center 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 energizing and practical course. This will help you teach you know how to:
- The nuances of body language and verbal skills
- Aspects of verbal communication such as tone, cadence, and pitch
- Questioning and listening skills
- How to deliver bad news and say “no”
- Effective ways to negotiate
- The importance of creating and delivering meaningful messages
- Tools to facilitate their communication
- The value of personalizing their interactions and developing relationships
- Vocal techniques that will enhance their speech and communication ability
- Personalized techniques for managing stress
Course Content
LessonsStatus
1
Session One: Course Overview
2
Session Two: What’s Missing in Telephone Communication?
3
Session Three: Verbal Communication Techniques
4
Session Four: Who are Your Customers?
5
Session Five: To Serve and Delight
6
Session Six: Did You Hear Me?
7
Session Seven: Asking the Right Questions
8
Session Eight: Saying No
9
Session Nine: Sales by Phone
10
Session Ten: Taking Messages
11
Session Eleven: Staying Out of Voice Mail Jail
12
Session Twelve: Closing Down the Voice
13
Session Thirteen: Cold and Warm Calls
14
Session Fourteen: Developing a Script
15
Session Fifteen: Perfecting the Script
16
Session Sixteen: Going Above and Beyond
17
Session Seventeen: Handling Objections
18
Session Eighteen: Closing the Sale
19
Session Nineteen: Feelings
20
Session Twenty: Changes in the Customer
21
Session Twenty-One: Negotiation Techniques
22
Session Twenty-Two: It’s More Than Just a Phase
23
Session Twenty-Three: High Impact Moments
24
Session Twenty-Four: Tips for Challenging Callers
25
Session Twenty-Five: Dealing with Difficult Customers
26
Session Twenty-Six: Phone Tag and Getting the Call Back
27
Session Twenty-Seven: This is My Mentor
28
Session Twenty-Eight: Stress Busting
29
Session Twenty-Nine: News from Within
30
Session Thirty: Wrapping Up
31
Session Thirty-One: Close with Vocals
Frequently Asked Questions
- When will I receive my certificate? Once you have completed your course you can immediately log in to your account and download/print your certificate.
- How long is my certificate valid for? Your certificate has lifetime validity. It does not expire.
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- How do I use Cudoo once I have paid? Once you have created your account and paid, you will receive a welcome email with a link to your learning platform so you can immediately start learning.
Example Certificate
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