Sales and Customer Service Training for Call Centres

Participants in this course will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships and much more.

This training course is now available in Singapore.

This Sales and Customer Service training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Your Learning Outcomes

By the end of this course, participants 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 in 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.

4.6/5

from 126 responses

Download PDF Outline Duration: 3.0 Days

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Reading Body Language Sales Training	1.0 day course	View schedule
Call Centre Training: Sales and Customer Service Training for Call Centres	3.0 day course	View schedule
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PD Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job :)

Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :)

Trainer was very engaging.
Singapore Power Services Ltd

Trainer is very engaging and able to create an proactive learning environment.
Budenheim Singapore Pte Ltd

Thank you very much. I enjoyed a course, and it was quite helpful.
Hitachi Singapore

Jack was a fanstastic facilitator and was able to engage the participants throughout the two days.
Visa Inc

I am happy I joined this course as Trainer Shana is very knowledgeable as she can analyse different situations that might happened for us. Thanks for her hard work.
Singapore Centre for Chinese Language

Interesting trainer with in-depth knowledge. Case study and sharing sessions were good.
Pacific-Tec Scientific Pte Ltd

Trainer, Jack, was very professional and delivered the course content in an excellent manner.
NTUC HEALTH CO-OPERATIVE LIMITED

Jack definitely has the right indepth knowlerdge. This was apparent, when away from the agenda/content he digressed intelligently to share more insights in a higly practical way. Competence and confidence are displayed.
Phillip Securities

Plus you’ll also receive:

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

REACH
Profiles

For every participant
valued at $199 each

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Call Centre Training: Sales and Customer Service Training for Call Centres Now

If your organization uses an outbound or inbound telesales team, then you can stay ahead of the competition by having your representatives undergo PD Training’s Sales and Customer Service training course. After the training is completed, participants will think and act like sales professionals, which can lead to improved sales, excellent customer service and better customer loyalty.

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 three-day workshop.

Course Outline for Call Centre Training: Sales and Customer Service Training for Call Centres

After completing this course, participants will have learned to:

Topic 1

What’s Missing in Telephone Communication?

It’s Not What You Say; It’s How You Say It
In the Absence of Body Language

Topic 2

Verbal Communication Techniques

Being Yourself and Sounding Your Best
A Service Image

Topic 3

Who are Your Customers?

Define the Customer and Client
About Relationships

Topic 4

To Serve and Delight

Topic 5

Did You Hear Me?

Listening Skills
The Mission: To Listen

Topic 6

Morning Reflection

Topic 7

Asking the Right Questions

Open Questions vs. Closed Questions
Probing Techniques

Topic 8

Saying No

When We Say “No”
Activity: Delivering Bad News

Topic 9

Sales by Phone

Benefits of Telemarketing

Topic 10

Taking Messages

Pen in Hand
Empowering CCAs to resolve issues

Topic 11

Staying Out of Voice Mail Jail

Topic 12

Exercises for Conditioning Your Voice

Topic 13

Afternoon Reflection

Topic 14

Cold and Warm Calls

The Cold Call
The Warm Call

Topic 15

Developing a Script

Scripting Techniques
Sample Script

Topic 16

Perfecting the Script

Making the Script Yours
Using Cheat Sheets

Topic 17

Going Above and Beyond

Fifteen Techniques for CCA Success
Customize Your Service

Topic 18

Handling Objections

Topic 19

Morning Reflection

Topic 20

Closing the Sale

Topic 21

Feelings

Activity: Feels like a Winner

Topic 22

Changes in the Customer

The Changing Customer
What the Customer Wants

Topic 23

Negotiation Techniques

Mastering Negotiation Skills
Practising Negotiation

Topic 24

Phases of Negotiation

Introduction
Principled Negotiation

Topic 25

Afternoon Reflection

Topic 26

High Impact Moments

Make It Count
Creating Case Studies

Topic 27

Tips for Challenging Callers

Activity: Managing Talkative Callers
Activity: Caller Behaviors
Activity: Up the Mountain

Topic 28

Dealing with Difficult Customers

Activity: Dealing with Problems
Dealing with Vulgarity

Topic 29

Phone Tag and Getting the Call Back

Phone Tag
Following Up

Topic 30

Morning Reflection

Topic 31

Phone Tag and Getting the Call Back

Phone Tag and Getting the Call Back

Topic 32

Morning Reflection

Topic 33

This is My Mentor

Activity: Roger’s Super Year

Topic 34

Stress Busting

Topic 35

News from Within

Common Issues in Call Centers
Activity: Pre-Assignment Review
CCA Reports

Topic 36

Wrapping Up

It’s a Wrap – Just About!
Questions and Answers
Debrief

Topic 37

Close with Vocals

Topic 38

Personal Action Plan