Course Brief

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical course.


This workshop will teach participants:

  1. The nuances of body language and verbal skills
  2. Aspects of verbal communication such as tone, cadence, and pitch
  3. Questioning and listening skills
  4. How to deliver bad news and say “no”
  5. Effective ways to negotiate
  6. The importance of creating and delivering meaningful messages
  7. Tools to facilitate their communication
  8. The value of personalizing their interactions and developing relationships
  9. Vocal techniques that will enhance their speech and communication ability
  10. Personalized techniques for managing stress

Please click here to view the full Course Outline

There are currently no schedules available.

 

  • Sales and Customer Services for Call Centres

    Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this energizing and practical course.