Language: English
Duration: 60 hours
Awarding Body: NATIONAL INSTITUTE OF TECHNOLOGY
Version: 1.0
Course Description:
This course will help call center representatives to 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 ser-vice skills, which we will explore in detail throughout this energizing and prac-tical workshop.
Pre-Requisites:
None
Course Objectives:
After taking this course, you should be able to:
- Understand Albert Mehrabian’s study on communication and how it affects telephone communication. And learn the role that body language plays in telephone communication.
- Importance Verbal Communication Techniques
- Understand importance of having customer
- Creating the wow factor over the phone
- Active listening techniques
- Probing technique
- Understand how to take the message effectively
- Develop the voice techniques
- How to write a script
- Handling Objections
- Understand the customer feelings
- Negotiation Techniques
- How to deal with difficult customers
- Phone Tag and Getting the Call Back
- Understanding the latest technology used in contact center
Course Content:
- 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.
