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Sales and Customer Service for Call Center Agents
 

Code SM-02
Days 3
PDH 18
Daily Schedule 08:30 - 16:00 hrs
Certificate Yes
Instructor  

About this course:
    
 
 
 
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 course 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 during this energizing and practical three-day workshop.
  
 
     
Main learning objectives:    
     
  • Develop an understanding of the nuances of body language and verbal skills.
  • 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.
  
 
     
Course contents:
    
     
  • What’s missing in telephone communication?
  • Verbal communication
  • Who are your customers?
  • Questioning and listening skills
  • Asking the right questions
  • Vocal exercises
  • Sales by phone
  • Taking messages
  • Staying out of voice mail jail
  • A look back
  • Cold and warm calls
  • Developing and perfecting a script
  • Going above and beyond
  • Handling objections
  • High impact moments
  • Tips for chatty and difficult callers
  • Phone tag and getting the call back
  • Stress busting
  
 
 
 
 

Who should attend this course?  
   
This course is prepared for customer service personnel who may work in service call centers.  
   
For course schedule and fees please see course schedule page  
   
Registration:  
   
You can register by any of the following methods:
 
 
2. Download the registration form and fax to : 00962-6-551-4686
 
 
Note: Seat can only be secured after the full payment is received. However early registration is always encouraged.
  
   
Payment:  
   
Course fee includes course manuals, handouts, software, coffee breaks and lunch as applicable.

10% discount is provided for every extra delegate and for payment made at least 45 days before the event start date.

Fees shall be transferred to account:
0118-269412-3-510 (USD). Arab Bank PLC, Shmaisani Branch, Amman – Jordan
Beneficiary name: Najah Engineering Consultants L.L.C
Beneficiary address: PO Box 460382, Amman-11946, Jordan
  
   
Cancellation and Refund Policy