Course Call Center - Communication Skills
The "Call Center - Communication Skills" training is intended for call center employees, salespeople and everyone who us...
The "Call Center - Communication Skills" training is intended for call center employees, salespeople and everyone who uses the telephone as the main tool for contact with a client in their work. The training topics provide a clear and understandable introduction to the practical use of advanced communication techniques focused primarily on verbal communication. Participants will try techniques that can multiply the impact and effectiveness of their conversations with clients and at the same time will be able to use them immediately. The training uses elements and procedures of neuro-linguistic programming, which in the area of communication techniques represents one of the most effective methods of self-reflection and improving one's own potential.
Minimum input knowledge
No specific input knowledge is assumed.
Course dates Call Center - Communication Skills
Daily courses (1 day): 09:00 - 15:00
Course price: 189.00 / 232.47 EUR
without VAT / incl. VAT
The manual is included in the training price.
Training syllabus Call Center - Communication Skills
Structure of a Phone Call (Introduction, Conversation, Conclusion)
- Structure of introducing yourself Most common mistakes when making phone calls Preparation for telephoning: arguments, questions
Communication Styles, How to Recognize Them and How to Telephone with Them
- Negotiation techniques for a telephone conversation Non-verbal communication during telephoning Telephone communication: Loss of information during telephoning Non-verbal elements during telephoning: (voice modulation and smile)
How to Attract the Client's Attention, Questioning Techniques
- Closed and open questions, client support, starting the conversation Detection of client needs, active listening Active listening techniques (paraphrase, questions, expression of understanding)
Problem Phone Call
- aggressive client passive client refusing client complaint
Selected Techniques of Assertive Call Management
- "Broken record" "Open door"
Output knowledge
The course is focused on professional handling of situations when communicating by telephone. After completing the training, you will be abl...
The course is focused on professional handling of situations when communicating by telephone. After completing the training, you will be able to evaluate the goals, benefits and reserves of your telephone communication. You will gain confidence when making phone calls and a wide range of phrases and tools for actively managing a conversation. You will learn to adapt your communication style to your partner and ensure success in everyday and business communication. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
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