7 Sections
20 Lessons
2 Weeks
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Section 1
4
1.1
Introduction
1.2
Ways to enhance communication
1.3
Verbal Communication
1.4
Who are our customers?
Section 2
3
2.1
Questioning & Listening skills
2.2
The importance of asking the right questions
2.3
Saying No
Section 3
4
3.1
Taking messages
3.2
Types of calls
3.3
How to develop a script
3.4
Perfecting your script
Section 4
2
4.1
Handling objection
4.2
Negotiation
Section 5
2
5.1
Phases of negotiation
5.2
Types of negotiation
Section 6
4
6.1
Tips for chatty callers
6.2
Additional challenges when dealing with customers
6.3
How to deal with difficult customers
6.4
Stress busting
Course Materials
1
7.1
Course Materials
Call Centre Training
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