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CALL CENTRE TRAINING – SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTRE AGENTS – E-BOOK

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CALL CENTRE TRAINING – SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTRE AGENTS – E-BOOK

£10.00

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre 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 energising and practical course.

Note that we will use two acronyms interchangeably throughout the course:

  • CSR: Customer Service Representative
  • CCA: Call Center Agent
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Product Description

This module will introduce you to CALL CENTRE TRAINING.

Learning Outcomes

  • The nuances of body language and verbal skills
  • Aspects of verbal communication such as tone, cadence, and pitch
  • Questioning and listening skills
  • How to deliver bad news and say œno
  • Effective ways to negotiate
  • The importance of creating and delivering meaningful messages
  • Tools to facilitate their communication
  • The value of personalising their interactions and developing relationships
  • Vocal techniques that will enhance their speech and communication ability
  • Personalised techniques for managing stress

Duration

Half Day or 60 Mins Online

Refresher Requirements

Refreshed in accordance with your company guidelines, local and national authoritative guidelines and any regulatory requirements – TO ORDER, CLICK ‘BOOK IT’ BELOW AND LOG IN TO YOUR ACCOUNT AND ADD THE COURSE TO YOUR BASKET, IF YOU DONT HAVE AN ACCOUNT CHOOSE YOUR USER STYLE AND CREATE AN ACCOUNT TO PLACE YOUR ORDER

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