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120 minutes
18 cases
Branching Storyline
Lecture 1/12: Provide Customer Service
Sales

Call Сenters for Agents

You will learn how to…
Ask questions to identify customer needs
Effectively interact with people of different styles
Convert incoming calls to sales
Handle complaints of angry customers
Business Case
Started: 677

What is this course about?

This interactive course focuses on the basics of customer service for call center agents. You will understand how to open a conversation and make a good first impression. You will learn 3 types of questions that can help you get to the root of the problem and offer a reasonable solution. You will get a six-step algorithm for dealing with angry or irritated clients. Using the techniques discussed in this course, you will be able to answer tough questions, say “no” without alienating your customer and turn any call you get into a sales call.

This is the first course in our Call Centers series. The second course, Call Centers for Managers, focuses on the basics of call center management: recruitment, training, performance evaluation, etc.

 

Who is this course for?

  • Call center managers
  • Call center agents

Course Program

2
10:00
Make a First Impression
3
10:00
Listen to Your Customers
4
10:00
Keep the Conversation Going
5
10:00
Master Communication Skills
6
10:00
Deal with Difficult Customers
7
10:00
Learn to Say “No”
8
10:00
Answer Tough Questions
9
10:00
Deal with Diversity
10
10:00
Sell on the Telephone
11
10:00
Follow Call Center Standards
12
10:00
Deal with Stress
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