Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.

 

This training focuses on the education of call center agents to help prepare them to handle any situation in a professional, efficient manner. 

 

It will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.

 

Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.

 

---

The Learning Journey

---

 

In this training, we begin by exploring what role non-verbal language plays in telephone communication. We then talk about being yourself, sounding your best, and portraying a service image.

 

Next, we move onto defining your customer or client (there is a difference!) and your relationships with them, including how to go beyond the ordinary and really delight the people you serve. Then, we talk about some fundamental skills, including listening, asking questions, saying no, and delivering bad news.

 

Once we cover the basics, we explore some key techniques for customer service representatives. Our topics include how to build rapport, take messages, and use voice mail effectively. We also share some vocal exercises that you can use to help you sound your best.

 

Then we move into some different elements of the calls that you make every day. We start by defining cold and warm calls. Then we look at a basic script and how you can customize it for your work. We also share some customization ideas for common scenarios.

 

From there, we look at how to go above and beyond. This includes techniques for customizing your service, handling objections, responding with empathy, and closing the sale. We offer some ideas on how customers have changed and how this may affect the techniques that you use.

 

We then spend some time on negotiation, a skill that everyone can use at work and at home. Then we look at how to manage challenging callers, tough problems, and vulgarity.

 

With all of this information in mind, we take another look at using voice mail, this time in the context of providing effective service and stopping the phone tag loop.

 

The final portion of the training asks you to consider mentorship as a way to improve your skills.

 

We also look at ways to reduce stress, as well as how to manage some common issues in call centers. We wrap up the course with a review exercise and another round of vocal training.

 

---

Training Objectives

---

After completing this training, participants will be able to:

 

- Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element

- Learn aspects of verbal communication such as tone, cadence, and pitch

- Demonstrate an understanding of questioning and listening skills

- Acquire comfort with delivering bad news and saying no

- Learn effective ways to negotiate

- Understand the importance of creating and delivering meaningful messages

- Use tools to facilitate communication

- Realize the value of personalizing interactions and developing relationships

- Practice vocal techniques that enhance speech and communication ability

- Personalize techniques for managing stress

 

---

Training Outline

---

Session 1: Overview

 

- Learning Objectives

- Pre-Assignment

- Pre-Assignment Questions

- Pre-Course Assessment

 

Session 2: What’s Missing in Telephone Communication?

 

- It’s Not What You Say; It’s How You Say It

- Implications

- In the Absence of Body Language

 

Session 3: Verbal Communication Techniques

 

- Being Yourself and Sounding Your Best

- Symphony of Voice

- The Four E's

- A Service Image

- Making Connections

 

Session 4: Who are Your Customers?

 

- Who are Our Customers?

- External Customers

- What the Customer Wants

- About Relationships

- Making Connections

 

 Session 5: To Serve and Delight

 

- To Serve and Delight

- Making Connections

- Let’s Try…

 

Session 6: Did You Hear Me?

 

- Listening Skills: Active Listening

- Tips and Tricks

- Zero In on the Matter at Hand

- The Mission: To Listen

- Quiz

 

Session 7: Asking the Right Questions

 

- Open Questions vs. Closed Questions

- Probing Techniques

 

Session 8: Saying No

 

- When We Say "No"

- Delivering Bad News

 

Session 9: Sales by Phone

 

- Benefits of Telemarketing

- Rapport Building

 

 Session 10: Taking Messages

 

- Pen in Hand

- Effective Messages

 

Session 11: Closing Down the Voice

 

- Hyoid Limbering

- Hum

- Sighing

- The Diaphragmatic Breath

 

Session 12: Cold and Warm Calls

 

- The Cold Call

- A Cure for Call Reluctance

- Connecting with Decision-Makers

- Openers

- The Warm Call

- Making Connections

 

Session 13: Developing a Script

 

- Scripting Techniques

- The Attention Statement

- The Identification Statement

- A People-Respond-In-Kind Attitude

- The "Reason For This Call" Statement

- Get Down to Business (Request the Sale)

- Response to Objections

- Sample Script

- Making Connections

 

 Session 14: Perfecting the Script

 

- Making the Script Yours

- Referral Script

- Telemarketing Script

- Tips and Tricks

- Using Cheat Sheets

- Making Connections

 

Session 15: Going Above and Beyond

 

- Fifteen Techniques for Success

- Customize Your Service

 

Session 16: Handling Objections

 

- Handling Objections

- Making Connections

 

Session 17: Closing the Sale

 

- Closing the Sale

 

Session 18: Feelings

- Feelings

- Making Connections

 

Session 19: Changes in the Customer

 

- The Changing Customer

- Making Connections

- What the Customer Wants

 

Session 20: Negotiation Techniques

 

- Mastering Negotiation Skills

- Key Skills for Success

- Allowing for Creative Flexibility

- Preparation

- The Rule of Value

- Understanding Negotiating Styles

- Practicing Negotiation

- Making Connections

 

Session 21: It’s More Than Just a Phase

 

- Phases of Negotiation

- Phase One: Preparation

- Phase Two: Exchanging Information

- Phase Three: Bargaining

- Phase Four: Commitment and Closing

- Negotiation Made Easier

 

Session 22: High Impact Moments

 

- Make It Count

- Creating Case Studies

 

 Session 23: Tips for Challenging Callers

 

- Tips and Tricks

- Caller Behaviors

- Up the Mountain

 

Session 24: Dealing with Difficult Customers

 

- Dealing with Problems

- Dealing with Vulgarity

 

Session 25: Phone Tag and Getting the Call Back

 

- Phone Tag

- Option One: The Referral

- Option Two: The Third-Party Message

- Option Three: The Warm Cold Caller

- Option Four: The Straight-Ahead Pitch

- Tips

- Following Up

- Making Connections

 

Session 26: This is My Mentor

 

 - Roger's Super Year

 

Session 27: Stress Busting

 

 - Stress Busting

 

Session 28: News from Within

 

- Management Reports

- Pre-Assignment Review

- Reports

 

Session 29: Wrapping Up

 

- It’s a Wrap – Just About!

- Debrief

 

 Session 30: Close with Vocals

 

- Hyoid Limbering

- Hum

- Sighing

- The Diaphragmatic Breath

 

Session 31: A Personal Action Plan

 

- Starting Point

- Where I Want to Go

- How I Will Get There

- Summary