Call Centre Training

Program Objectives

By end of programme, delegates will:

• Recognise the aspects of verbal communication and put them into use; deliver messages clearly
• Develop the questioning and listening skills needed to deliver superior service over the phone.
• Learn the best ways to deliver bad news and say “no” with confidence and comfort.
• Appreciate the importance of creating and delivering meaningful messages.
• Master tools to facilitate communication.
• Understand the value of personalising interactions and developing relationships.
• Apply vocal techniques that enhance speech and communication ability.

Target Audience

• All who have relationship with the marketing and sales administration.

Program Outline:

• Verbal communication
• Know your customers
• Questioning and listening skills
• Asking the right questions
• Vocal skills
• Taking messages
• Cold and warm calls
• Developing a call script
• Developing meaningful messages
• Delivering bad news
• Handling objections
• Handling chatty and difficult callers
• Phone tags
• Getting calls back
• Stress release