1
8 Hours
33 Lessons
Entry-level to Intermediate
By Q H M
Whether an employee is answering or making calls, there are certain skills that can be helpful for anyone working in a telephone-based role.
This course will help call center agents develop their skills in communication and listening. It will explore different situations, such as objections, being unable to fulfill a customer request, and angry callers, and assist customer service representatives in determining how to respond in each instance.
Voice, verbal communication, active listening and questioning techniques.
Understanding customer needs, building relationships, empathy and exceeding expectations.
Cold and warm calls, rapport building, scripting and effective telemarketing.
Managing hesitation, overcoming objections and confidently closing sales.
Difficult conversations, delivering bad news, problem-solving and follow-up.
Negotiation techniques, stress management, high-impact interactions and continuous improvement.
“The course was practical, engaging, and immediately applicable. I gained valuable techniques for handling customers, overcoming objections, and turning conversations into sales opportunities. Highly recommended for anyone looking to improve both customer service and sales performance.”
