Course Overview

What Will Students Learn?

• The nuances of body language and verbal skills.
• Aspects of verbal communication such as tone, cadence, and pitch.
• Questioning and listening skills.
• Ways of delivering bad news and saying no.
• Effective ways to negotiate.
• The importance of creating and delivering meaningful messages.
• Tools to facilitate communication.
• The value of personalizing interactions and developing relationships.
• Vocal techniques that enhance speech and communication ability.
• Techniques for managing stress.

What Topics are Covered?

• Verbal communication techniques
• Who are your customers?
• Listening skills
• Asking the right questions and saying no
• Taking messages and using voice mail effectively
• Vocal exercises
• Cold and warm calls, including developing a script
• Going above and beyond and high impact moments
• Handling objections and closing the sale
• Negotiation techniques
• Tips for challenging callers
• Phone tag and getting the call back
• Stress busting
• Call center trends