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A satisfied customer is an asset in business, and it’s not only the product itself but also the customer service that affects customer satisfaction. It’s not unusual that a customer may receive a defective product, yet, good customer service can win the heart of a customer even if they receive a defective product. A call centre is a core part of business operations. To ensure better customer service and the success of a call centre depends on the trained employees behind the calls.
This course is designed to equip you with the necessary skills to answer questions, overcome objections and ultimately close the deal. In this course, you’ll learn about phone etiquette and how to build rapport with customers. You’ll have a clear understanding of common customer questions and how to address them. Besides, you’ll learn how to speak like a STAR and what it means, as well as benchmarking and key steps to success. The final section of this Course covers video-instructed, closing etiquettes and how to close a deal after a successful conversation.
Key Topics To Be Covered By Call Centre & Customer Service Training
- The basics of customer service
- Phone etiquettes
- The tools to be used in customer service
- Types of customer questions
- Meaning of STAR customer service
- The closing of a conversation.
Upon successful completion of the Call Centre & Customer Service Training, you will receive an instant e-certificate as proof of the comprehensive skill development and competency. Add these amazing new skills to your resume and boost your employability by simply enrolling on this Call Centre & Customer Service Training.
With this comprehensive Call Centre & Customer Service Training, you can achieve your dreams and train for your ideal career. This training course provides students with an in-depth learning experience that they can work through at their own pace to enhance their professional development.
You'll get a Free Student ID card by enrolling in this Call Centre & Customer Service Training. This ID card entitles you to discounts on bus tickets, movie tickets, and library cards.
Enrolling on the Call Centre & Customer Service Training will ensure that you land your dream career faster than you thought possible. Stand out from the crowd and train for the job you want with the Call Centre & Customer Service Training program.
Learning Outcomes of Call Centre & Customer Service Training
- Develop a comprehensive understanding of the basics of customer service.
- Identify different types of buying motivations.
- Understand the phone etiquettes while attending a call.
- Learn how to build rapport with your customers in a conversation.
- Understand different types of questions and how to answer them.
- Learn the use of various tools used in customer service.
- Learn how to speak like a STAR and what it means.
- Study about benchmarking and goal setting
- Learn how to close a conversation properly in a way that satisfies the customer.
Experts created the Call Centre & Customer Service Training to provide a rich and in-depth training experience for all students who enrol in it. Enrol in the course right now and you'll have immediate access to all of the Call Centre & Customer Service Training materials. Then, from any internet-enabled device, access the Call Centre & Customer Service Training materials and learn when it's convenient for you.
Start your learning journey straight away with this Call Centre & Customer Service Training and take a step toward a brighter future!
Skills You Will Gain
- Public communication
- Objection handling
- Rapport building
- Goal setting
Why Prefer this Call Centre & Customer Service Training?
- Opportunity to earn a certificate accredited by CPD & IAO after completing this Call Centre & Customer Service Training
- Student ID card with amazing discounts — completely for FREE! (£10 postal charges will be applicable for international delivery)
- Standards-aligned lesson planning
- Innovative and engaging content and activities
- Assessments that measure higher-level thinking and skills
- Complete the Call Centre & Customer Service Training program in your own time, at your own pace
- Each of our students gets full 24/7 tutor support
*** Course Curriculum ***
Here is the curriculum breakdown of Call Centre & Customer Service Training:
►►► Call Centre & Customer Service Training ◄◄◄
Module One: The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
Module Two: The Basics (II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
Module Three: Phone Etiquette
- Building Rapport
- Speaking Clearly- Tone of Voice
- Effective Listening
Module Four: Tools
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
Module Five: Speaking Like a STAR
- S= Situation
- T= Task 48
- A= Action
Module Six: Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
Module Seven: Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
Module Nine: Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Overcoming Limitations
Module Nine: Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
Module Ten: Closing
- Knowing when it's Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
Once you have completed all the modules in the Call Centre & Customer Service Training, your skills and knowledge will be tested with an automated multiple-choice assessment. You will then receive instant results to let you know if you have successfully passed the Call Centre & Customer Service Training.
Showcase Your Accomplishment of New Skills: Get a Certification of Completion
The learners have to complete the assessment of this Call Centre & Customer Service Training to achieve the CPD & IAO accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.
Who is this course for?
Is This Call Centre & Customer Service Training Right for You?
This Call Centre & Customer Service Training course is a perfect fit for anyone interested in customer service and who wants to make a career in this field. This course will help you understand the core concepts and allow you to gain in-depth knowledge of the subject matter.
Our Call Centre & Customer Service Training course is suitable for everyone. And you don’t need any previous skills to take this course and it allows you to learn at your own pace without juggling your daily schedule.
The Call Centre & Customer Service Training program does not require any prior knowledge; everyone may participate! This Call Centre & Customer Service Training is open to anyone interested in learning from anywhere in the world.
Every student must be over the age of 16 and have a passion for learning and literacy.
This 100% online course can be accessed from any internet-connected device, such as a computer, tablet, or smartphone. This Call Centre & Customer Service Training allows you to study at your speed and grow a quality skillset.
Take steps towards a successful career in Customer Service with this training course. This comprehensive training program equips you with the core skills of a Customer Service and Call Centre Executive and makes you highly employable in this industry.
Questions and answers
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Hi, how much is the certificate at the end?Answer:
Dear Andrea, Digital certificates can be ordered for only £10. Printed hard copy certificate inside the UK for £29, and the international students can purchase printed hard copies for £39.This was helpful. Thank you for your feedback.
How long is the course forAnswer:
Hello Harry, The course duration is 1 hour and 19 minutes. However, you will get 1-year access to complete the course. Thanks.This was helpful. Thank you for your feedback.