Call Centre Training

Call Centre Training

This Call Centre Training – which includes Telephone Etiquette Training –
is offered throughout South Africa – as In-house, Public and Virtual Training

Call Centre Training
– Including Telephone Etiquette Training –

This course is suitable for:
Call Centre  Operators, and employees involved in sales and customer service

Course Duration: 2 days

NQF Level:

Course Objective:

Through this Call Centre Training Course, which includes Telephone Etiquette Training, your company will gain:

✓ Increased sales and market penetration
✓ Improved customer relationships
✓ Customer loyalty

Course content and outcomes:

Through this course, delegates will learn:

  • Getting the basics right
    • The fundamentals of customer service and sales
    • Teamwork and the service chain
    • Understanding the basic needs of every customer
    • The 3 V’s of communication – and how to maximize them – even over the phone
  • Basic telephone skills essential for every employee involved in customer service and sales
    • First impressions formed on the phone
    • Contact Centre Training.Call Centre Training
    • Putting a smile in your voice
    • Adopting a “yes we can” attitude
    • The importance of tone of voice, pitch and rate of speech
    • Time taken to answer
    • Getting essential information to serve
    • Questioning and probing techniques
    • The dreaded “please hold”
    • The dreaded “dead end” transfer
    • Giving and taking messages
    • Active listening skills
    • Matching the communication style of your customer
  • The importance of attitude to be effective in sales & customer service
  • Understanding the importance of internal and external customers
  • Handling in-bound calls effectively
    • 5 critical things to do when opening an in-bound call
    • Attentiveness and active listening
    • Establishing the real need
    • Administrative efficiency and follow up
    • Handling out-bound calls and direct sales effectively
    • Getting through the gate-keeper to the decision maker
    • Effective enquiring
    • Preparing a script
    • Selling benefits
    • Cross-selling and up-selling
    • Handling objections
    • Techniques for closing the deal
  • Handling difficult situations and problems relating to sales
    • Knowing your product
    • Using your resources – the internal value chain
  • Handling complaints and irate customers
    • Why complaining customers are highly valuable
    • Understanding the real issue behind the words
    • Creating calm and giving reassurance
To enrol delegates on this Call Centre Training, click on the link below

All Training Courses