Call Centre Training - Sales and Customer Service Training for Call Centre Agents - Distance Learning CPD

Sancus Solutions Ltd
Delivery Method: Distance

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 Centre Agent

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 “no”
  • 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

Sancus Distance Learning Courses are an ideal way to complete your training in your own time at a pace to suit yourself. When you enrol you will receive your workbook through the post (don't forget to give us an address for delivery) and full instructions on how to submit your work for assessment. Once your paper has been marked and you have been successful then a certificate will be issued to you.


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