Course Overview

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 throughout this energizing and practical course.

                                                

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

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


Learning Objectives

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

  • Understand the importance of creating and delivering meaningful messages and using tools to facilitate communication.

  • Realize the value of personalizing interactions and developing relationships and also to practice vocal techniques that enhance speech and communication ability.

Course curriculum

  • 1

    Welcome to the course!

    • Welcome
    • Student Walk Through
  • 2

    Module 1

    • Lesson 1 - What's Missing in Telephone Communication?
    • Lesson 2 - Verbal Communication Techniques
    • Quiz
  • 3

    Module 2

    • Lesson 1 - Who are your Customers?
    • Lesson 2 - To Serve and Delight
    • Lesson 3 - Listening Skills
    • Quiz
  • 4

    Module 3

    • Lesson 1 - Asking the Right Questions
    • Lesson 2 - Saying No
    • Lesson 3 - Sales By Phone
    • Quiz
  • 5

    Module 4

    • Lesson 1 - Taking Messages
    • Lesson 2 - Stay out of the Voice Mail Jail
    • Lesson 3 - Cold and Warm Calls
    • Quiz
  • 6

    Module 5

    • Lesson 1 - Developing a Script
    • Lesson 2 - Perfecting the Script
    • Lesson 3 - Handling Objections
    • Quiz
  • 7

    Module 6

    • Lesson 1 - Changes in the Customer
    • Lesson 2 - Negotiation Techniques
    • Lesson 3 - Phase of Negotiation
    • Quiz
  • 8

    Module 7

    • Lesson 1 - Tips for Challenging Callers
    • Lesson 2 - Dealing with Difficult Customers
    • Lesson 3 - Phone tag and Getting the Call Back
    • Lesson 4 - Stress Busting
    • Lesson 5 - Management Reports
    • Quiz
  • 9

    Final Quiz

    • Final Quiz
  • 10

    Next Steps

    • Requesting your certificate of Completion
    • Please help us