Call Centre & Customer Service Training Course
John Academy
Summary
Overview
Are you currently a call centre agent? Or are you someone who is in charge in customer service? Are you planning to learn more about his job but don’t know where? Then this training course will be a very big help for you to know how customer service works and why it works that way.
Almost everyone knows how customer services can make or break any business. These services help your clients be assured that you are available when problems arise. To know more about customer service, you will learn how to identify different types of buying motivations. You will need to learn about SMART goals and familiarise yourself with strategies that can improve communication skills. You will also learn the importance of phone etiquette and learn how to use it. You will learn all the necessary skills, knowledge and information about call centre & customer service training in this course.
CPD
Course media
Description
Why choose us?
- Study in a user-friendly, advanced online learning platform;
- All the study materials are available in your student portal including videos tutorials.
- One of the most successful online education platforms in the UK.
- Affordable, engaging & high-quality e-learning study materials;
- You will have unlimited access to online learning platform in 24 hours a day, 7 days a week in 12 Months.
- Efficient exam systems for the assessment and instant result;
- The UK & internationally recognised accredited qualification;
- Access to course content on mobile, tablet or desktop from anywhere anytime;
- The benefit of applying for NUS Extra Discount Card;
- 24/7 student support.
- Technical supports and live chat service for your inquiries. This is very helpful for international learners.
- Excellent and flexible mentor supports by our team of experienced tutors/trainers via email.
Module One: Getting Started
- Workshop Objectives
Module Two: The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Case Study
Module Three: The Basics (II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
- Reporting
- Case Study
Module Four: Phone Etiquette
- Preparation
- Building Rapport1
- Speaking Clearly- Tone of Voice
- Effective Listening
- Case Study
Module Five: Tools
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Case Study
Module Six: Speaking Like a Star
- S= Situation
- T= Task
- A= Action
- R=Result
- Case Study
Module Seven: Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Case Study
Module Eight: Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Case Study
Module Nine: Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
- Case Study
Module Ten: Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Case Study
Module Eleven: Closing
- Knowing when it's Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
John Academy: A Great Place to Learn for Everyone, Forever
Expert Authors: We select authors with expertise and experience of training professionals. Our authors are industry experts, academics, authors, face-to-face trainers or online trainers; most often they have a combination of these backgrounds
Engaging Content: Our succinct, bite-sized and business-focussed course materials are designed to deliver the most effective training for you. Each course is made up of modules, manageable learning chunks of text, images, videos and tasks.
Assessment and Certification:
Upon completion of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and the results will be given to you immediately. Before sitting your final exam you will have the opportunity to test your proficiency with a mock exam. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of £24 for a PDF copy and £39 for an original print copy sent to you by post.
Who is this course for?
- Call centre agents or customer service representatives who need to acquire skills for their profession.
- People who are interested in call centre customer service training.
Requirements
- This course is available to all learners, of all academic backgrounds.
- Learners should be aged 16 or over to undertake the qualification.
- Good understanding of English language, numeracy and ICT are required to attend this course.
Career path
Call Centre & Customer Service Training Course would be beneficial for the following careers:
- Administration Assistant
- Call Center Agents
- Customer Service Representative
- Online Assistant
- Telephone Assistant.
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.