View Of Staff In Busy Customer Service Department

Call Center Training: Sales and Customer Service Training for Call Center Agents

$297.00

Course Length: 12 Weeks

Course Hours: 16

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Course Overview

In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying no, giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customize.

Available!

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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. With the right training, call center agents can be an excellent asset in your organization’s sales process.

Learning Objectives

After you complete this course, you will be able to:

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

Outline

Session One: Course Overview

Session Two: What’s Missing in Telephone Communication?

It’s Not What You Say; It’s How You Say It

In the Absence of Body Language

Session Three: Verbal Communication Techniques

Being Yourself and Sounding Your Best

A Service Image

Session Four: Who are Your Customers?

Define the Customer and Client

About Relationships

Session Five: To Serve and Delight

Session Six: Did You Hear Me?

Listening Skills

The Mission: To Listen

Session Seven: Asking the Right Questions

Open Questions vs. Closed Questions

Probing Techniques

Session Eight: Saying No

When We Say “No”

Delivering Bad News

Session Nine: Sales by Phone

Benefits of Telemarketing

Rapport Building

Session Ten: Taking Messages

Pen in Hand

Effective Messages

Session Eleven: Staying Out of Voice Mail Jail

Session Twelve: Closing Down the Voice

Session Thirteen: Cold and Warm Calls

The Cold Call

The Warm Call

Session Fourteen: Developing a Script

Scripting Techniques

Sample Script

Session Fifteen: Perfecting the Script

Making the Script Yours

Using Cheat Sheets

Session Sixteen: Going Above and Beyond

Fifteen Techniques for CCA Success

Customize Your Service

Session Seventeen: Handling Objections

Session Eighteen: Closing the Sale

Session Nineteen: Feelings

Session Twenty: Changes in the Customer

The Changing Customer

What the Customer Wants

Session Twenty-One: Negotiation Techniques

Mastering Negotiation Skills

Practicing Negotiation

Session Twenty-Two: It’s More Than Just a Phase

Phases of Negotiation

Negotiation Made Easier

Session Twenty-Three: High Impact Moments

Make It Count

Creating Case Studies

Session Twenty-Four: Tips for Challenging Callers

Tips and Tricks

Caller Behaviors

Up the Mountain

Session Twenty-Five: Dealing with Difficult Customers

Dealing with Problems

Dealing with Vulgarity

Session Twenty-Six: Phone Tag and Getting the Call Back

Phone Tag

Following Up

Session Twenty-Seven: This is My Mentor

Session Twenty-Eight: Stress Busting

Session Twenty-Nine: News from Within

Management Reports

Pre-Assignment Review

CCA Reports

Session Thirty: Wrapping Up

It’s a Wrap – Just About!

Debrief

Session Thirty-One: Close with Vocals

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Instructor(s)

Author| Revenue Marketer | Startup Advisor| Mentor | Chief Marketing Officer, STEAMrole.org. Blogger Crushingcorporate.com

Founder of the incubator WELL – welearnlive.com, Speaker & Startup Mentor – INBOUND 2017, BizBash NY, HacktheCD, SXSWV2V, SXSW, DIGIDAY, Seattle Interactive Conference

Speaker Background:

Currently the Chief Marketing Officer at STEAMrole.org and former revenue marketer at Microsoft, Yoli Chisholm has been at the bleeding edge and active participant in every digital marketing transformation in the last 20 years. The daughter of South African freedom fighters Yoli brings a radical approach & POV to excellence in business and life. “Scrappy discipline” is her mantra where innovation is the backbone of running thriving organizations, using a message of proven performance principles and disciplined risk-taking.

As the Founder and Chief Entrepreneur at WELL | welearnlive.com she teaches and collaborates with entrepreneurs helping them bring ideas from concept to customers. Yoli has lead demand creation and demand generation for Microsoft’s multi-billion dollar BtoB business in the US.

Her TEDx talk “Are you a strong Tree?” has been very well received. In 2017 she debuted as an author on the topic of corporate entrepreneurship with her book Crushing Corporate and currently run crushingcorporate.com that has 30,000 followers on Facebook.

In addition to working with large corporations, Yoli has a passion for startups and is sought out for advice sometimes taking on formal advisory roles.

Yoli Chisholm was selected as a mentor for the SXSW V2V conference putting her proven experience to work for startups.

Common Keynote Themes:

Digital Transformation for the Modern BtoB Marketer

CORPORATE ENTREPRENEURSHIP

STRATEGIES FOR STARTUPS

The mindset, skillset, and toolset the modern BtoB marketer needs to drive their businesses, The intentional pursuit of successful entrepreneurship through intrapreneurship, The Tools, Tactics & Technology that startups need to drive their growth.

Ideal for: Marketing leaders and Small, Medium and large organizations, C-suite, Ideal for Corporate Professionals, Knowledge-workers, HR professionals, Coaches, Ideal for Startup Founders and employees,

Digital Transformation at Microsoft, Live Stream to Sirius Decisions UK Conference

Yoli Chisholm talks about how she and her team transformed digital marketing at Microsoft, Are You a Strong Tree?

Youtube: https://youtu.be/MXTI2euPh5s

Yoli Chisholm talks about the importance of ancestral roots in business, life, and citizenry to the TEDx audience in Seattle, WA

Black History Month MLK Celebration at Microsoft

Youtube: https://youtu.be/Wh1bO9y2dmY

Yoli Chisholm gives a version of her TED talk “Are You a Strong Tree” delivered at the Martin Luther King celebration and Tribute to Nelson Mandela on the Microsoft campus January 20, 2014.

Yoli shares her POV on navigating the corporate and entrepreneurship world through a weekly vlog on

Facebook: Facebook.com/crushingcorporate

Website: Crushingcorporate.com

Black Excellence

 

Certificate Requirements

Course Length  9 Weeks
Course Effort  4-5 Hours per Week
Total Course Hours  24
Languages English, Spanish
Video Transcripts  Yes

System Requirements

Internet Connection

  • Broadband or High-Speed – DSL, Cable, and Wireless Connections

*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.

Hardware Requirements

  • Processor – 2GHz Processor or Higher
  • Memory – 1 GB RAM Minimum Recommended

While our courses are accessible through multiple mobile learning platforms, some courses may include a CD or DVD with the Textbook, so you may need access to a computer with CD-ROM or DVD Drive.

 

PC Software Requirements

  • Operating Systems – Windows 7 or higher
  • Microsoft Office 2007 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
  • Internet Browsers – Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)
  • Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
  • PowerPoint Viewer (if you do not have PowerPoint)
  • Adobe PDF Reader
  • QuickTime, Windows Media Player &/or Real Player

MAC Software Requirements

  • Operating Systems – Mac OS x 10 or higher with Windows
  • Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
  • Internet Browsers- Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)
  • Kindle Reader App is needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
  • PowerPoint Viewer (if you do not have PowerPoint)
  • Adobe PDF Reader
  • Apple QuickTime Media Player
  • Courses that include a CD-ROM or DVD may require an external drive and Parallels software to view.

FAQs

How long does it take to complete a course?

When you register for a course(s), you will receive a start date and the time frame it takes to complete the program.  Once the course begins, each course is self-paced, so you can start and stop each learning module at your own pace. However, you must complete the course within the time frame to receive a certification.

What happens if I do not have enough time to complete the course within the time frame provided?

If you don’t finish the course in the time frame, you will not receive a certification. The time frame allotted to complete each course has been based on each learner giving a concerted effort to complete the course, plus the number of hours it takes to learn the information and obtain the certification.  Therefore, the time frame for each course has been calculated to ensure successful completion of the course. However, if for some reason a learner is unable to complete the course, you will have to re-enroll in the course and you will be required to pay the course price in effect at the time of re-enrollment.

Once enrolled in the course, and I realize that I can’t complete the course can I get a refund?

There are NO REFUNDS once you enroll in a course. However, if you are suddenly deployed while pursuing a certification course, we will work with you to ensure you complete your studies.  Learners who need to delay their course for medical reasons, may be eligible to transfer their course(s) to a future term.  A medical withdrawal will be considered only if accompanied by:

A written verification and phone verification from a medical doctor stating the student cannot complete the course due to illness or disability.  Please not the doctor’s note must be in English to be considered.

You can contact our office at: info@aperionglobalinstitute.com

Are there any additional materials and/or books I am required to buy for a course?

No, everything you need is included in the course.  Some courses will suggest additional materials/books that can help you grasp the information better, or expand your knowledge about a topic. However, you are not required to purchase the additional information.

 Are there exams I will have to take in a course?

Yes, there are exams in each course to access your knowledge of the material. You will be required to pass those exams to successful complete the course. The type of exams you will take vary. They can range from multiple choice questions, essays, short answers, and/or video/audio submissions. If you diligently study and complete the assignments for each course, you will be prepared to pass the exams in the course(s).

Can I get financial assistance?

Aperion Global Institute (AGI) courses are non-credit courses, so they do not qualify for federal assistance in the United States, and AGI does not provide financial assistance.  In some states, a vocational program, military program, or workforce development program will pay for qualified learners to take courses. You will be responsible for qualifying for financial assistance through those agencies and/or programs.  For international students, you will also have to follow the guidelines and requirements regarding financial assistance at your institution or program.

What happens when I complete a course?

Upon successful completion of a course, within three (3) days you will receive a certification by email. You are free to save and print the certification for your educational and career needs. If for some reason you do not receive the certification, or can’t save or print the certification please contact our office at: info@aperionglobalinstitute.com

Once I provide an employer with the certification, am I guaranteed a job?

AGI does not provide direct job placement services after successfully completing a course. However, the certification you receive informs a potential employer that you have acquired the skills and knowledge to obtain employment, in most cases.  We recommend that learners conduct research on the job market to make sure you have the required job skills and expertise.

What software or hardware do I need, and what are the system requirements to take courses?

To take our courses, you must have access to a computer and the internet.  You can use a Mac and/or PC., tablet, phone.  You don’t have to use the same device to log-in for the course(s).  We recommend that you have a word-processing program (Microsoft Word is the best), Abode Player, and the latest version of a free web browser such as Chrome, Firefox, Internet Explorer, Microsoft Edge, etc.

When can I start the courses?

You can start the courses on the start date only. Once the course starts, you are free to access the course anytime, anywhere, and as many times as you want with an internet connection. Please note: There are no refunds once you enroll in a course(s).

Can I receive CEU credit for courses that I successfully complete?

Please do not assume that all courses that you take and successfully complete are eligible for CEU certification. If you are seeking CEU certification for a course, we strongly recommend that you contact your institution and establish eligibility for the courses you plan to take BEFORE you enroll in a course.  Although we provide you with a certificate for successfully completing a course, it is solely your responsibility to ensure that the course you enroll in and the certificate meets CEU requirements for your profession.

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