Module 1 – Call Center Training

• Verbal communication techniques
• Who are your customers?
• Listening skills
• Asking the right questions and saying no
• Taking messages and using voice mail effectively
• Vocal exercises
• Cold and warm calls, including developing a script
• Going above and beyond and high impact moments
• Handling objections and closing the sale
• Negotiation techniques
• Tips for challenging callers
• Phone tag and getting the call back
• Stress busting
• Call center trends

Module 2 – Customer Service Training

• What is customer service? Who are your customers?
• Meeting expectations
• Setting goals
• Communication skills and telephone techniques
• Dealing with difficult customers and people
• Dealing with challenges assertively
• Dealing with stress
• The first critical element: A customer service focus
• The second critical element: Defined in your organization
• The third critical element: Given life by employees
• The fourth critical element: Be a problem solver
• The fifth critical element: Measure it
• The sixth critical element: Reinforce it
• Demonstrate a customer service approach
• Understand how your own behavior affects the behavior of others
• Demonstrate confidence and skill as a problem solver
• Apply techniques to deal with difficult customers
• Make a choice to provide customer service