- The opening course module begins by introducing candidates to effective verbal communication techniques and crucial characteristics.
- Along with an overview of the power and importance of professional-quality communication, candidates explore “Expressive, Enunciate, Engage, Energize” – aka the ‘Four Es of Effective Telephone Manner’.
Online
200 Hours
£ 77 385
Quick facts
particular | details | |
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Medium of instructions
English
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Mode of learning
Self study
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Mode of Delivery
Text Based
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Course and certificate fees
Fees information
£ 77 £385
certificate availability
Yes
certificate providing authority
OHSC
The syllabus
Module 1 – Verbal Communication Techniques
Module 2 – Who Are Your Customers?
- Identifying and understanding the needs of a target audience follows as the primary focus of Module 2.
- The role the call centre worker plays in both defining and meeting customer needs/expectations is explored, along with the importance of effective audience/market analysis.
Module 3 – Asking the Right Questions
- Course content in Module 3 moves onto an investigation of the power of precise and planned question-asking, from the perspective of a call centre employee.
- Along with an overview of the impact the word ‘no’ can have during specific conversations, candidates explore a series of effective probing techniques, the characteristics/effects of open and close questions and more.
Module 4 – Sales by Phone
- A series of important telesales teachings follow in Module 4, which focuses primarily on efficient and effective sales-call strategies.
- Candidates investigate the role of telesales and telemarketing from a modern business perspective, along with the specifics and value of both cold-calling and warm-calling.
Module 5 – Developing a Script
- The following course module focuses primarily on script-development, guiding candidates through the process of planning and creating a powerful call centre script.
- Along with the core elements that make up the successful script, candidates also investigate the importance of continuous scripts maintenance/modification and how ‘cheat sheets’ can be used productively in telesales/customer service.
Module 6 – Negotiation Techniques
- The basics of telephone negotiations follow in Module 6, in which several effective negotiation techniques and core principles are outlined and explored.
- Candidates discover several approaches for influencing customer opinion, proactive techniques for handling objections and how to maximize sale-closure rates.
Module 7 – Dealing with Difficult Customers
- In the closing course module, course content outlines a number of workable techniques and strategies for dealing with challenging customers and situations.
- Along with learning how to turn negative scenarios around in favour of the business, candidates also discover several helpful techniques for managing stress and anxiety.