Confidence and Professionalism for Call Center Employees.

Courses Outcomes

This course for call center agents will:

  • Review the ins and outs of good telephone etiquette.
  • Suggest phrases for building rapport with others.
  • Explain how body language can be heard over the telephone.
  • Highlight words and phrases to avoid and suggest substitutes.
  • Offer techniques for dealing with difficult calls.
  • Give suggestions for relieving stress.

Course Overview

This course will help call-center agents learn to make the very most of their telephone-based work, including understanding the best ways to listen and be heard.

Each phone interaction also has elements of sales and customer-service skills that we will explore in detail throughout this energizing and practical program.

Program Objectives

At this program’s conclusion, participants should be able to :

  • Explain the nuances of body language and important of good verbal skills.
  • Effectively question and listen to callers.
  • Deliver bad news and say “no” politely.
  • Negotiate as needed.
  • Create and deliver meaningful messages.
  • Effectively use a variety of tools to facilitate their communication.