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Call Centre Customer Service Training

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Onsite Training?

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Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This call centre training 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 energising and practical workshop.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Call Centre Customer Service Course Brochure. The brochure contains: Course Format; Trainer Profiles; Previous Clients; Course Syllabus; Full 2018 Timetable & Course Fee.

Get the Customer Service Course Brochure & 2018 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2018 Timetable
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What you will learn:

  • 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
  • Personalized techniques for managing stress
  • Establish the right words for unambiguous, positive & productive communication

What is covered on this course?


  • Professional Customer Service Explained

    10 Commandments of Good Business; Effective Communication Explained; Effective Customer Communication Skills; Using Emotional Intelligence

  • Preparing for the Next Call

    Manage Inbound Calls; Transferring Calls; Placing Clients on Hold; Phone Call Planning

  • Managing Angry Clients

    Benefits of handling dissatisfaction well – customer research; How to respond positively – not react negatively (telephone); How to plan the conversation; How to construct the conversation

  • Powerful Questioning Techniques

    Questioning Techniques Explained; Effective Questioning Techniques; Open and Closed Ended Questions; Clarifying Statements; Staying in Control of the Call; Arranging Call Backs; Avoid Saying Too Much; Getting to the Point Quickly; Things to Avoid

  • Listening to Customers

    Benefits of showing customers we are listening and not just hearing; How to show people you are listening to them; How to deliver a “listening to you” response; Practice listening sessions

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your call centre customer service training today Get Your Quote

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 25 March 2016 14 14 Fully Booked
Dublin | Training Centre 9 June 2016 14 14 Fully Booked
Dublin | Training Centre 22 November 2016 14 14 Fully Booked

Get the Full Course Brochure & 2018 Timetable Instantly

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Get the Staff Appraisal Brochure Instantly

What's Inside the Brochure?
  • Full course & certification outline
  • Career opportunities & trends
  • Fee's and 2018 Timetable

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Mediation Skills Onsite Guide

  • Full details of the Mediation Skills Course

  • Case studies from companies we have delivered the Mediation Skills Course onsite with

  • 2014 Timetable for our public courses

  • Our onsite Mediation Skills trainer profiles

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Get the 2014 Mediation Skills Course Timetable

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Call Centre Customer Service

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)