Please ensure Javascript is enabled for purposes of website accessibility
info@mainstreamcorporatetraining.com
  • + 1.888.770.4430
Mainstream Corporate Training Mainstream Corporate Training
Search
Login / Register
My Courses
0 items $0.00
Menu
Mainstream Corporate Training Mainstream Corporate Training
0 items $0.00
Browse Categories
  • Business Training
  • Career Development
  • Communication
  • Customer Service
  • Human Resources
  • Internet Marketing
  • Leadership & Management
  • Sales & Marketing
  • Train the Trainer
  • Workplace Essentials
  • Home
  • Courses
  • About
    • About Us
    • Testimonials
  • Blog
  • Contact
    • Contact us
    • Leave us a review!
START A CONVERSATION
Customer Service Training
Click to enlarge
Home Courses Customer Service Sales and Customer Service Training for Call Center Agents
Public Speaking: Presentation Survival School
Conquering Your Fear of Speaking in Public
Back to products
mainstream corporate training
Selling Smarter

Sales and Customer Service Training for Call Center Agents

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. 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.

Add to wishlist
Categories: Customer Service, Sales & Marketing
Share:
  • Description
  • Reviews (0)
  • Our Advantage
Description
Online Learning
Online Learning
Live Training
Workshops & Webinars

Learning Objectives

This workshop will teach participants:

  • 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 personalizing their interactions and developing relationships
  • Vocal techniques that will enhance their speech and communication ability
  • Personalized techniques for managing stress

COURSE OUTLINE (click for details)

What’s Missing in Telephone Communication?

To begin, participants will explore Albert Mehrabian’s study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.

Verbal Communication Techniques

This session will cover the four E’s of an effective telephone voice and how you can use them to promote a service image.

Who are Your Customers?

In this session, participants will learn about what a customer is, and they will identify some of their own customers.

To Serve and Delight

This session will give participants an opportunity to develop strong, helpful phrases for assisting customers.

Did You Hear Me?

During this session, participants will learn techniques for active listening and staying focused.

Asking the Right Questions

In this session, participants will learn about open and closed questions, as well as probing techniques.

Saying No

Delivering bad news and saying “no” can be two of the most challenging aspects of a call center agent’s job. This session will give participants techniques and practice in these two key skill areas.

Sales by Phone

This session will discuss how to use information delivery and rapport building to help participants sell over the phone.

Taking Messages

During this session, participants will look at some key elements of taking messages. Then, they will develop a quick reference sheet that they can keep by their desk.

Staying Out of Voice Mail Jail

Voice mail is a great tool, but it can also be frustrating. In this session, participants will discuss some tips for leaving messages. They will also have an opportunity to practice those techniques.

Closing Down the Voice

This session will give participants a chance to practice some vocal exercises.

Cold and Warm Calls

During this session, participants will learn about these two types of calls and how to maximize their efficiency in each.

Developing a Script

Scripts can be an effective tool, particularly for cold calls. This session will give participants a chance to lay out the framework for their script.

Perfecting the Script

Next, participants will learn ways to customize their scripts. We will also look at FAQ sheets and how they can help participants on a daily basis.

Going Above and Beyond

This session will give participants 15 techniques for success and some ways to customize their service.

Handling Objections

During this session, participants will learn different ways to address objections.

Closing the Sale

Next, participants will develop good questions that can help them close a sale.

Feelings

During this session, participants will work in pairs to rewrite dry and less than imaginative statements to show empathy for their customers.

Changes in the Customer

This session will explore some ways that customers have changed in the past twenty years.

Negotiation Techniques

Negotiation is a key skill for call center success. During this session, participants will learn four things that they can do to become better negotiators.

It’s More Than Just a Phase

Next, participants will learn about the four phases of negotiation and some different types of negotiation.

High Impact Moments

This session will explore some situations where you come into contact with a client or customer at a time when you can have a huge impact on them.

Tips for Challenging Callers

During this session, participants will learn some ways to deal with different caller types.

Dealing with Difficult Customers

This session will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.

Phone Tag and Getting the Call Back

While today’s technology can make it hard to reach a decision maker, it also provides opportunities. This session will give participants some tools to deal with phone tag.

This is My Mentor

This case study will give participants a chance to practice some of the skills that they have learned so far.

Stress Busting

We all need techniques for managing the stress in our lives. This session will encourage participants to develop some personalized ways to manage stress.

News from Within

During this session, we will take brief look at the inside workings of a call center and how they are managed.

Wrapping Up

As the workshop comes to a close, participants will work in small groups to create a review activity for each other. We will also review vocal exercises.

Download Course Outline
Mainstream Corporate Training demo
SELF-PACED

ONLINE LEARNING

Learning at your convenience.
If time, geography, or just about any thing else is standing between you and the learning your want or need; our Online Learning may be the perfect solution. Designed for convenience and impact, we have broken down our training topics into simple sessions and sections that provide you the opportunity to start, stop and resume your learning -from anywhere, at any time. Now you get to decide where and when the right time is to expand your knowledge and skills.
Sales and Customer Service Training for Call Center Agents

Access Now!

$425.00 USDAdd to cart

IN-PERSON

LIVE TRAINING

Delivering a traditional training experience -in-person or virtually!
Hands down Live Training is our most popular and requested format, whether on-site, virtual classroom, or as a lunch & learn. Participants are engaged in an interactive experience with the trainer and other participating team members. Live training sessions range from a single day to a multi-part or ongoing training series. Whichever your choice, Mainstream will craft and tailor your experience to ensure it is specific, relevant and unique to your team. Something you certainly will Not receive is a pre-formatted, pre-scripted, one-size fits all training experience. We know that every team has unique learning needs and situations, therefore your training should be too. Our free program customization service aims to meet unique or custom training needs. Why settle for a program that gives you almost what you need; our team thrives on giving you Exactly what you need.
In Person
in person

In Person Training

The traditional classroom style of training remains our Most Popular and Most Requested format.  On-site training provides participants with an in-person facilitator who will work directly with the team, whether for a single training session or a training series.  The Mainstream team will craft and tailor your experience to ensure that your training session is specific, relevant and unique to your audience while meeting your learning objectives. Why settle for ‘pre-formatted, pre-scripted, one-size fits all’ training programs, when our team is able to customize a program that is just right for you?  We know that every team has unique learning needs, situations and that they come from a variety of industries, each having unique customer needs and demands.  Our programs can be scaled to accommodate time restraints, unique learning needs and even industry or company nuances and barriers.

Don’t settle for a program that gives you almost what you need; our team wants to give you Exactly what you need.

Virtual Room
virtual classroom

Virtual Room

Delivering traditional onsite training results …virtually!

We’ve officially changed the rules and redefined what is possible in the world of soft skills learning. Our unique technology, accompanied by honed delivery methodology, have successfully replicated the traditional classroom-style training environment, allowing it to exist online.

Most online training solutions limit participants’ responses to keystrokes or to single person conversations because -with inferior technology- group discussions become distorted and confusing to follow.  Our Virtual Room has eliminated those barriers and encourages learning through meaningful instructor feedback, skills modelling and engaging group discussion, without visual or audio distortion

The Virtual Room is for any organization seeking a flexible substitute to traditional onsite training; whether to lower costs, eliminate unnecessary travel or to simply ease the burden of demanding work schedules.

Lunch & Learn
lunch and learn

Lunch & Learn

A Lunch and Learn session is an onsite or virtual learning program with a facilitator-led session sharing valuable information and skills on an area of identified learning interest.  It’s a great break away from a traditional training program, allowing your team the opportunity to learn while enjoying their lunch. Due to the limited time, the program focuses on specific learning concepts and skills.   It is an interactive session that quickly targets and reveals learning objectives that are predetermined by the training organizer.   Lunch & Learn sessions are also great as a training series, providing progressive learning programs for developing skills in a ‘bite-sized’ format.

REQUEST INFORMATION
  • Tell Us About Your Training Interests:

  • MM slash DD slash YYYY
  • Ctrl + Click to select multiple training courses.
  • Please enter a number greater than or equal to 5.
  • This field is for validation purposes and should be left unchanged.
CALL NOW: +1.888.770.4430
Matt Dunlop - Program Specialist
mainstream corporate training Workshop
INTERACTIVE

WORKSHOPS & WEBINARS

Quality interactive and engaging training professionally presented.
In today’s workplace, trying to coordinate a single day or location for a group can be a challenge and at times costly. We understand that the needs of our clients are varied so we have made accessing interactive learning as convenient as a click of a button. From single to multi-person registrations this option has provided convenience for many; a live webinar or prescheduled workshop may offer the perfect solution.

Workshops Coming Soon!

Join Our Mailing List
  • This field is for validation purposes and should be left unchanged.

Slide BOOK A MEETING CALL NOW! Start a Conversation Contact our team of experts and we will guide you to the perfect training solution for your needs! REQUEST INFO Mainstream Corporate Training - Communicate Collaborate Lead
Reviews (0)

Reviews

There are no reviews yet.

Be the first to review “Sales and Customer Service Training for Call Center Agents” Cancel reply

Your email address will not be published. Required fields are marked *

You have to be logged in to be able to add photos to your review.

Our Advantage
The Mainstream Advantage
Your Satisfaction
is our Success!

PROGRAM INCLUDES

Experienced trainer

Interactive format

Accelerated adult learning

Participant manual

Certificate of Completion

The Mainstream Advantage

OUR GUARANTEE:

Our high impact and interactive training programs have been skillfully researched and are designed to provide each participant with powerful, specific tools and knowledge. If any participant feels that they did not receive great value, effective tools or skills, they are asked to contact our customer satisfaction department. We will honour a 70% refund to the individual who has expressed (in writing) the reason for their dissatisfaction.  We believe that if you have not received what we have promised to deliver, then you are entitled to a refund.

Related products

discrimination in the workplace

Global Business Strategies

Opportunities to take a regional business into the global market make it possible to strategically, smartly, and profitably accomplish more than you can by staying local. To prepare, you need to set your business up for success by being open to learning, to applying new ideas, and to continually reviewing how you can create success in the global market.

Topics such as trade financing, regulatory considerations, international business planning, sustainability, and much more are included in this three-day course. The materials here are well suited for small and medium sized business leaders as they prepare to take their company into the global marketplace.

We strongly recommend that participants complete our “Entrepreneurship 101” and “Basic Business Management” programs before taking this course.

Add to wishlist
Read more
Quick view
Mainstream Corporate Training - Communicate Collaborate Lead

Customer Service Training: Critical Elements of Customer Service

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
Add to wishlist
Read more
Quick view
design

Branding: Creating and Managing your Corporate Brand

Body language can make or break our efforts to establish long, trusting relationships. Our body language can help to reinforce and add credibility to what we say, or it can contradict our words. Understanding what signals you are sending, as well as being able to read the signals that your clients send, is an essential skill in sales and throughout our lives. What is your body language saying about you? Find out in this one day workshop!
Add to wishlist
Read more
Quick view
Influence and Persuasion

Marketing for Small Businesses

Marketing is about getting your business known and building your position within the marketplace. Small businesses don`t always have a big budget for marketing, so they have to do things a little differently than big business in order to grow their presence, increase results, and meet business goals. This two-day workshop will help small business owners and managers develop their marketing message, create a marketing plan, and apply the right strategies.

Add to wishlist
Read more
Quick view
NLP Tools for Real Life

NLP Tools for Real Life

Neuro linguistic programming (NLP for short) is all about bringing your unconscious thoughts to the surface, so that you can have real choice over how you interact with and respond to the world.

Once you have a grasp on NLP's basic principles, you might be interested in learning about some tools that can help you do more with NLP. This one-day workshop will give you some hands-on experience with important NLP techniques, including anchoring, establishing congruency, developing rapport, creating outcomes, interpreting and presenting information efficiently, and even some self-hypnosis techniques.

To get the most out of this workshop, participants should first complete An Introduction to Neuro Linguistic Programming.

Add to wishlist
Read more
Quick view
Overcoming Objections to Nail the Sale

Overcoming Objections to Nail the Sale

If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale. This one-day course will help you to work through objectives effectively. We will help you plan and prepare for objections so that you can address customer concerns, reduce the number of objections you encounter, and improve your averages at closing sales.

Add to wishlist
Read more
Quick view
Social Media Management

Marketing with Social Media

Social media remains an evolving aspect of our daily lives in addition to being a part of our businesses. This two-day course is designed for people who have some familiarity with social media already. Participants will learn to develop a social media marketing plan as a part of their overall marketing strategy, determine who should be on their team, and choose how they will measure what is taking place. In addition, we will explore some of the major social media sites and look at how specialty sites and social media management tools can take their social media marketing to the next level.

Add to wishlist
Read more
Quick view
Marketing and Sales

Writing for the Web

The Internet is full of fascinating places to find information, check out your favorite companies and stores, look for deals, read the news, and much more. However, people don’t read information on the web in the same way that they read a printed newspaper, magazine, or a book. As writers, we have to be very aware of how people approach a web page so that we can create interesting and engaging content. This one-day course is for people who write for readers on the web.
Add to wishlist
Read more
Quick view

Our program topics are developed in collaboration with seasoned Executive Consultants, Human Resource Professionals, Corporate Managers and Executive Trainers who understand and embrace the difficulties and the joys associated with providing exceptional leadership through specific leadership techniques and communication strategies.

Contact Us

Phone: +1.888.770.4430

Email: info@mainstreamcorporatetraining.com

Monday to Friday
9:00 a.m. to 5:00 p.m.

Saturday to Sunday
By appointment only

Recent Posts
  • 5 reasons leadership training should be for all employees
    5 reasons leadership training should be for all employees
    January 27, 2022
  • What Is Diversity Training in the Workplace
    What Is Diversity Training in the Workplace?
    January 21, 2022
© Mainstream Corporate Training
  • Menu
  • Categories
  • Business Training
  • Career Development
  • Communication
  • Customer Service
  • Human Resources
  • Internet Marketing
  • Leadership & Management
  • Sales & Marketing
  • Train the Trainer
  • Workplace Essentials
  • Courses
  • Testimonials
  • Blog
  • Contact us
  • Training Inquiry
  • Start a Conversation
  • Leave us a review!
  • My Courses
  • Wishlist
  • Login / Register
Shopping cart
Close
Sign in
Close

Lost your password?

No account yet?

Create an Account
Start typing to see products you are looking for.