Call Centre Training Online Bundle, 3 Certificate Courses

Lift Your Confidence & Your Sales Numbers To New Heights

Call Centre Training Online Bundle, 3 Certificate Courses

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Save AU$458 (57%)
OFF RRP AU$807
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Get Call Centre Training, Overcoming Sales Objections and Handling a Difficult Customer in this Bundle

1. Call Centre Training: Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

2. Overcoming Sales Objections: Understand Objections and How To Handle Them

Experiencing a sales objection can be a disheartening event. Through this course your will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

By the end of this course, you will be able to:

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognise different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale

3. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Receive Lifetime Access to Course Materials, so you can review at any time.

Join one of our customer service certification programs today!

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates 

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Receive Lifetime Access to Course Materials, so you can review at any time.

Call Centre Training Bundle, 3 Courses includes the following courses, below is a summary of each course: 

Course 1 - Ultimate Call Centre Training Bundle, 10 Courses

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Course 2 - Overcoming Sales Objections

Module One - Getting Started

Module Two - Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling

Module Three - Seeing Objections as Opportunities

  • Translating the objection to a question
  • Translating the objection to a reason to buy

Module Four - Getting to the Bottom

  • Asking appropriate questions
  • Common objections
  • Basic strategies

Module Five - Finding a Point of Agreement

  • Outlining features and benefits
  • Identifying your unique selling position
  • Agreeing with the objection to make the sale

Module Six - Have the Client Answer Their Own Objection

  • Understand the problem
  • Render it inobjectionable

Module Seven - Deflating Objections

  • Bring up common objections first
  • The inner workings of objections

Module Eight - Unvoiced Objections

  • How to dig up the "Real Reason"
  • Bringing their objections to light

Module Nine - The Five Steps

  • Expect them
  • Welcome them
  • Affirm them
  • Complete answers
  • Compensating benefits

Module Ten - Do's and Don'ts

  • Do's
  • Don'ts

Module Eleven - Sealing the Deal

  • Understanding when it's time to close
  • Powerful closing techniques
  • The power of reassurance
  • Things to remember

Module Twelve - Wrapping Up

Course 3 - Handling a Difficult Customer

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors) 

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis 

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult 

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone 

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person 

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers 

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer 

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

5 star
50%
4 star
20%
3 star
21%
2 star
5%
1 star
3%
(98)
Average rating 3.5 out of 5 stars

10 September 2019 06:15:05 PM

exellent sales stratagies

3 February 2019 08:54:17 PM

Great course , learnt heaps

9 January 2019 04:45:26 PM

I learned a lot from this course. I will perform better when dealing with customers.

14 October 2018 05:28:44 PM

I really loved this courses, what I've learned is going to make a huge difference in the way I communicate with people in the future.

20 August 2018 07:49:51 AM

Great course! Well-structured and full of useful context!

9 July 2018 12:37:08 PM

Excellent

22 March 2018 04:26:34 AM

This is my second course and I am really enjoying seconds every time I logged in. This course it really helps me with my experience with the Sales.

16 December 2017 12:24:13 AM

This course gives us lots of things to go by on a day to day basis. Applicable for work and personal life. Awesomeness!

15 December 2017 08:47:50 PM

Great course!

21 November 2017 07:50:50 AM

I'm really understanding how to use these courses and implement what I have learned.

11 October 2017 03:53:10 AM

-

1 June 2017 09:30:46 PM

Great online course.

30 April 2017 11:31:35 PM

achieve with excellence

24 March 2017 07:32:36 PM

very interesting

22 March 2017 02:34:26 AM

very insightful and lots of topics covered

8 January 2017 11:11:55 AM

course is great!

16 November 2016 01:20:09 PM

Very informative and enjoyable

13 August 2016 03:09:08 PM

some good sound ideas on dealing with mr & ms public.

13 August 2016 03:08:43 PM

some good sound ideas on dealing with mr & ms public.

13 August 2016 03:08:21 PM

some good sound ideas on dealing with mr & ms public.

Load more reviews Loading...
About this Course

Get Call Centre Training, Overcoming Sales Objections and Handling a Difficult Customer in this Bundle

1. Call Centre Training: Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

2. Overcoming Sales Objections: Understand Objections and How To Handle Them

Experiencing a sales objection can be a disheartening event. Through this course your will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

By the end of this course, you will be able to:

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognise different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale

3. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Receive Lifetime Access to Course Materials, so you can review at any time.

Join one of our customer service certification programs today!

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates 

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Receive Lifetime Access to Course Materials, so you can review at any time.

Call Centre Training Bundle, 3 Courses includes the following courses, below is a summary of each course: 

Course 1 - Ultimate Call Centre Training Bundle, 10 Courses

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Course 2 - Overcoming Sales Objections

Module One - Getting Started

Module Two - Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling

Module Three - Seeing Objections as Opportunities

  • Translating the objection to a question
  • Translating the objection to a reason to buy

Module Four - Getting to the Bottom

  • Asking appropriate questions
  • Common objections
  • Basic strategies

Module Five - Finding a Point of Agreement

  • Outlining features and benefits
  • Identifying your unique selling position
  • Agreeing with the objection to make the sale

Module Six - Have the Client Answer Their Own Objection

  • Understand the problem
  • Render it inobjectionable

Module Seven - Deflating Objections

  • Bring up common objections first
  • The inner workings of objections

Module Eight - Unvoiced Objections

  • How to dig up the "Real Reason"
  • Bringing their objections to light

Module Nine - The Five Steps

  • Expect them
  • Welcome them
  • Affirm them
  • Complete answers
  • Compensating benefits

Module Ten - Do's and Don'ts

  • Do's
  • Don'ts

Module Eleven - Sealing the Deal

  • Understanding when it's time to close
  • Powerful closing techniques
  • The power of reassurance
  • Things to remember

Module Twelve - Wrapping Up

Course 3 - Handling a Difficult Customer

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors) 

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis 

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult 

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone 

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person 

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers 

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer 

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

(98)
Average rating 3.5 out of 5 stars
5 star
50%
4 star
20%
3 star
21%
2 star
5%
1 star
3%

10 September 2019 06:15:05 PM

exellent sales stratagies

3 February 2019 08:54:17 PM

Great course , learnt heaps

9 January 2019 04:45:26 PM

I learned a lot from this course. I will perform better when dealing with customers.

14 October 2018 05:28:44 PM

I really loved this courses, what I've learned is going to make a huge difference in the way I communicate with people in the future.

20 August 2018 07:49:51 AM

Great course! Well-structured and full of useful context!

9 July 2018 12:37:08 PM

Excellent

22 March 2018 04:26:34 AM

This is my second course and I am really enjoying seconds every time I logged in. This course it really helps me with my experience with the Sales.

16 December 2017 12:24:13 AM

This course gives us lots of things to go by on a day to day basis. Applicable for work and personal life. Awesomeness!

15 December 2017 08:47:50 PM

Great course!

21 November 2017 07:50:50 AM

I'm really understanding how to use these courses and implement what I have learned.

11 October 2017 03:53:10 AM

-

1 June 2017 09:30:46 PM

Great online course.

30 April 2017 11:31:35 PM

achieve with excellence

24 March 2017 07:32:36 PM

very interesting

22 March 2017 02:34:26 AM

very insightful and lots of topics covered

8 January 2017 11:11:55 AM

course is great!

16 November 2016 01:20:09 PM

Very informative and enjoyable

13 August 2016 03:09:08 PM

some good sound ideas on dealing with mr & ms public.

13 August 2016 03:08:43 PM

some good sound ideas on dealing with mr & ms public.

13 August 2016 03:08:21 PM

some good sound ideas on dealing with mr & ms public.

Load more reviews Loading...

We provide a 7 Day Money Back Refund on all Courses

Now Only AU$349 Save AU$458 (57%)
OFF RRP AU$807
Delivery Method Online
Get Info Pack

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Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID No.: 020CCT3CB
Delivery Mode: Online
Course Access: Unlimited lifetime
Time required: Study at your own pace
Course Duration: 18-22 Hours for total bundle
Assessments: Yes
Qualification: Certificate

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