Call Centre & Customer Service Training Course

Call Centre & Customer Service Training Course is suitable for anyone aspiring to or already working in this field or simply want to learn deeper into call Centre & Customer Service Training Course.

To make this course more accessible for you, we have designed it for both part-time and full-time students. This course is packed into the bite-size module for your convenience. You can study at your own pace or become accredited within hours!

If you require support, our experienced tutors are always available to help you throughout the comprehensive syllabus of this course and answer all your queries through email.

The key to a company’s success is making sure their call centre supervisors are trained in their products, services and values. Call centre supervisors work as coaches, working with each employee in the centre to help them understand what the company does. This Call Centre & Customer Service Training Course is designed to help call centre professionals expertly handle customer calls and ensure that every caller receives the best possible service. Learn how to create raving fans every time you engage with your customers! The course will provide you with the 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.

What will you learn in this Call Centre & Customer Service Training Course

Module 1

In this module, you will learn all about The Basics (I). very telephone sales associate wants to increase productivity. Constant changes and innovations in the marketplace are sometimes hard to keep up with. The reason people elect to buy often not a result of logic and planning but rather an emotion or felt need. Effective sales associates try to identify the Dominant Buying Motive (DBM) of the buyer on the other end of the phone. Discovering this takes careful listening skills and the suspension of the idea that people always do things for logical reasons.

Module 2

In this module, you will learn all about The Basics (II). There are different types of conversations that we all use to function in everyday life. The different types of conversation are required in different situations. When attempting to converse, whether person to person or in a group or organization, it is essential to understand the different types of conversations and how each type functions.

Module 3

In this module, you will learn all about Phone Etiquette. Practising proper telephone etiquette is the key to improving and maintaining a high level of sales and customer service. Knowing how to effectively and courteously answer the phone, initiate a controlled conversation, and resolve the issue with the costumer on the other end of the line saves time and increases the level of customer satisfaction. Every business receives customer complaints about the telephone. Those that handle the complaints in a courteous and empathetic manner retain their customer base and gain new business by word of mouth referrals. There are many consultants, seminars, and training courses available to improve phone etiquette.

Module 4

In this module, you will learn all about Tools. s in any profession, telemarketers and customer service representatives need some basic tools to practice their trade and to measure their success in doing so. Sales scripts can be an early training tool to get the novice marketer on the phone with a feeling that they have something of value to say. Later, this script becomes personalized where they hear themselves saying the words in their head, in their sleep. Their word choice, sentence structure, and tone are their own, and they no longer need the script to speak.

Module 5

In this module, you will learn all about Speaking Like a Star. Speaking on the phone is public speaking to an audience of usually one. In order to make your words memorable and effective, you must decide to give a speech, “your personalized script” worth listening to. You do not have long to convince the person on the other end of the phone that you are indeed a Star and not a bore. Speaking like a Star involves capturing the listener’s attention at the beginning of the conversation and winning their confidence in following you to the end of the conversation where you close the sale or finalize the call.

Module 6

This module will teach you about Types of Questions. There are six different types of questions: Open, Closed, Ignorant redirection, Positive redirection, Negative redirection, and Multiple choice redirection. Knowing how to ask and answer each of these types of questions is vital to speaking successfully like a STAR.

Module 7

This module will teach you about Bench marking. The importance of setting Benchmarks is indisputable for those seeking long-term success. These are goals or plateaus at which a professional can see where they can reach a new level of achievement. These benchmarks serve as cross-references to your company performance with that of other businesses in your field. It helps to see how you measure up against the competition in areas such as cost, quality, and time. Those that do the job better, faster and less expensively are the ones that excel.

Module 8

This module will teach you about Goal Setting. n order to achieve goals, the goals must be well thought out and documented. This will not only hold a company accountable for its actions, but it will also give a visual presentation of what needs to be done, whether or not it has been attained and if the modification is necessary. In order for goal setting to be most effective, the goals must be SMART and the company must remain focused and committed to achieving them.

Module 9

This module will teach you about Key Steps. There is another admonition to not “rest on your laurels”. Laurels were wreathed crowns won in the Roman Empire during athletic competition. They symbolized victory and the pain it takes to achieve. They were never intended to become pillows upon which to rest your head on your past accomplishments. There are several factors that success depends on to gain it and keep it. Many companies are learning the lesson the hard way to not let past achievement be any kind of guarantee of future success.

Module 10

This module will teach you about Closing. ironically, closing more sales can give you that free time to spend with those you love. Not closing sales it what causes you to extend the hours you put in at the office. For the sake of those who you love, you must become a closer. The days of doing the opening work and handing the account over to a more efficient closer are over. You must take control of your phone and close every call that can be closed by anyone else. This takes full commitment to apply the principles found in this guide.

Method of Assessment:

Upon completion of the course, you will be required to sit for an online multiple-choice quiz based assessment, which will determine whether you have passed the course (60% pass mark). The test will be marked immediately and results will be published instantly.

Certification

After successfully completing the course, you will be able to obtain the certificates. You can claim a PDF certificate by paying a little processing fee of £2. There is an additional fee to obtain a hardcopy certificate which is £9.

Call Centre & Customer Service Training Course is suitable for anyone who wants to gain extensive knowledge, potential experience and professional skills in the related field. This course is so you don’t have to worry about the quality.

Our Call Centre & Customer Service Training Course is open to all from all academic backgrounds wants and there are no specific requirements to attend this course. It is compatible and accessible from any device including Windows, Mac, Android, iOS, Tablets etc.

This course opens a new door for you to enter the relevant job market and also gives you the opportunity to acquire extensive knowledge along with required skills to become successful. You will be able to add our qualification to your CV/resume which will help you to stand out in the competitive job industry.

Currently there are no Q&As for this course. Be the first to ask a question.

Certificate of completion

Digital certificate - Included