Contact Center Training Online Bundle, 5 Certificate Courses

Learn How To Become An Effective Contact Center Employee

Contact Center Training Online Bundle, 5 Certificate Courses

NOW ONLY

AU$429

Save AU$916 (68%)
OFF RRP AU$1345
or 4 interest-free payments of $107.25 with Learn more
Get Info Pack

Get Contact Center Training, Overcoming Sales Objections, Handling a Difficult Customer, Sales Fundamentals, and Telephone Etiquette in this Bundle

1. Contact Center Training: Learn How To Become An Effective Employee Of A Contact Center

For many people, the term Contact Center relates to sales calls and telemarketers.  There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our “Contact Center Training” course, you will discover the basic elements of being an effective employee of a contact center. 

By the end of this Contact Center Training Short Course, you will be able to:

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

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

4. Sales Fundamentals: Learn Key Skills to Achieve Sales Targets

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals course will give you a basic sales process, plus some basic sales tools, that you can use to seal the deal, no matter what the size of the sale. You will become more confident, handle objections, and learn how to be a great closer.

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

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Begin the discussion on the right foot
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect boar

5. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.

With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.

By the end of this Telephone Etiquette Online Short Course, you will be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

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

Join our customer service training courses 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.

The Contact Center Training 5 Course Bundle includes the following courses, below is a summary of each course: 

Course 1 - Contact Center Training

Module One: Getting Started

Module Two: It Starts at the Top

  • Create an Open Culture 
  • Understand Goals 
  • Understand Agents’ Responsibilities 
  • Identify Education Opportunities

Module Three: Peer Training

  • Top Performing Employees 
  • Discuss Role with Company 
  • Critique Previously Recorded Calls 
  • Cross Training

Module Four: How to Build Rapport

  • Smile in Your Voice 
  • Engage in Small Talk 
  • Listen, Acknowledge, and Empathize 
  • Be Yourself 

Module Five: Learn to Listen

  • Allow Customer to Talk 
  • Avoid Judgment 
  • Take Notes 
  • Recap the Call

Module Six: Manners Matter - Etiquette & Customer Service (I)

  • Scripting 
  • Dead Air 
  • Tone & Inflection 
  • Saying it the Right Way

Module Seven: Manners Matter - Etiquette & Customer Service (II)

  • “Reading” Your Customers 
  • Properly Transferring Calls 
  • Going the Extra Mile 
  • Limit Information

Module Eight: Handling Difficult Customers

  • Keep Calm 
  • Listen, Repeat, and 
  • Avoid Placing Blame 
  • Solve the Problem

Module Nine: Getting the Necessary Information

  • Have a Checklist 
  • Linear Thinking 
  • Open-Ended Questions 
  • Close-Ended Questions

Module Ten: Performance Evaluations

  • Consistent Service 
  • Abandoned Calls 
  • Speed of the Answer 
  • Length of Call

Module Eleven: Training Doesn’t Stop

  • Evaluate Progress 
  • Get Feedback on Training 
  • Kudos to Deserving Employees 
  • Have Monthly Meetings

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

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

Course 4 - Sales Fundamentals

Section One: Getting Started

  • Objectives

Section Two: Learn the Lingo

  • Types of Sales
  • More Common Sales Approaches
  • Glossary of Common Terms

Section Three: Preparing to Make the Call

  • Identifying the Right Person to Contact
  • Research and Planning
  • Creating Potential Solutions

Section Four: Make the Appointment

  • First Impressions
  • Making the Cold Call
  • Using the Referral Opening

Section Five: Pitch your Product

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • What’s in it for me?

Section Six: Managing Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies

Section Seven: Closing the Sale

  • Understanding Buying Signals
  • Closing Techniques
  • Things to Remember

Section Eight: Following Up

  • Thank You Notes
  • Customer Service Issues
  • Staying in Touch

Section Nine: Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals

Section Ten: Managing Your Data (CRM)

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems

Section Eleven: Using a Prospect Board

  • The Layout of a Prospect Board
  • How to use the prospect board
  • A Day in the Life of Your Board

Section Twelve: Wrapping Up

Course 5 - Telephone Etiquette

Module One : Getting Started

  • Course Objectives

Module Two : Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller

Module Three : Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t

Module Four : Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation

Module Nine: Handling Voicemail Messages

  • Ensure the Voicemail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving a Message for Others

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys

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
45%
4 star
23%
3 star
21%
2 star
8%
1 star
3%
(153)
Average rating 3.5 out of 5 stars

22 May 2020 09:41:04 AM

i found this very interesting and useful

19 May 2020 04:44:33 AM

excellent

15 May 2020 12:39:09 PM

Great for any body who wants to understand sales Objectives - Starter Level

28 April 2020 04:44:48 AM

Great course

25 April 2020 11:59:40 PM

Great course

21 April 2020 01:59:01 AM

Good course content

6 February 2020 10:10:12 AM

Thank you! A great tool for sales techniques!

10 September 2019 06:15:05 PM

exellent sales stratagies

22 August 2019 08:40:03 PM

Very helpful

23 May 2019 10:45:40 AM

Very helpfull

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.

20 August 2018 07:49:51 AM

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

28 May 2018 12:25:01 PM

Very informative course. I feel I now walk away with the basic knowledge of sales which is exactly what I was looking to achieve.

25 May 2018 03:53:22 PM

excellenr

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 February 2018 07:46:08 AM

It explains the fine details that we never realize we were doing until pointed out.

12 January 2018 07:13:10 PM

excellent course provider

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!

Load more reviews Loading...
1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to email/info)(coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

4.  Are there any requirements to study this course?

No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

5.  Do I require to have finished high school to complete this course?

No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer. *For faster transaction Credit Card payments are preferred. Please purchase online via our website course product page or contact us at email/info)(coursesforsuccess.com, to pay via bank transfer.

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at email/info)(coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at email/info)(coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to email/info)(coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes, you can customize your own bundle. Please send us the complete list with the exact course link of the courses you'd like to bundle up via email email/info)(coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

About this Course

Get Contact Center Training, Overcoming Sales Objections, Handling a Difficult Customer, Sales Fundamentals, and Telephone Etiquette in this Bundle

1. Contact Center Training: Learn How To Become An Effective Employee Of A Contact Center

For many people, the term Contact Center relates to sales calls and telemarketers.  There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our “Contact Center Training” course, you will discover the basic elements of being an effective employee of a contact center. 

By the end of this Contact Center Training Short Course, you will be able to:

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

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

4. Sales Fundamentals: Learn Key Skills to Achieve Sales Targets

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals course will give you a basic sales process, plus some basic sales tools, that you can use to seal the deal, no matter what the size of the sale. You will become more confident, handle objections, and learn how to be a great closer.

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

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Begin the discussion on the right foot
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect boar

5. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.

With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.

By the end of this Telephone Etiquette Online Short Course, you will be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

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

Join our customer service training courses 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.

The Contact Center Training 5 Course Bundle includes the following courses, below is a summary of each course: 

Course 1 - Contact Center Training

Module One: Getting Started

Module Two: It Starts at the Top

  • Create an Open Culture 
  • Understand Goals 
  • Understand Agents’ Responsibilities 
  • Identify Education Opportunities

Module Three: Peer Training

  • Top Performing Employees 
  • Discuss Role with Company 
  • Critique Previously Recorded Calls 
  • Cross Training

Module Four: How to Build Rapport

  • Smile in Your Voice 
  • Engage in Small Talk 
  • Listen, Acknowledge, and Empathize 
  • Be Yourself 

Module Five: Learn to Listen

  • Allow Customer to Talk 
  • Avoid Judgment 
  • Take Notes 
  • Recap the Call

Module Six: Manners Matter - Etiquette & Customer Service (I)

  • Scripting 
  • Dead Air 
  • Tone & Inflection 
  • Saying it the Right Way

Module Seven: Manners Matter - Etiquette & Customer Service (II)

  • “Reading” Your Customers 
  • Properly Transferring Calls 
  • Going the Extra Mile 
  • Limit Information

Module Eight: Handling Difficult Customers

  • Keep Calm 
  • Listen, Repeat, and 
  • Avoid Placing Blame 
  • Solve the Problem

Module Nine: Getting the Necessary Information

  • Have a Checklist 
  • Linear Thinking 
  • Open-Ended Questions 
  • Close-Ended Questions

Module Ten: Performance Evaluations

  • Consistent Service 
  • Abandoned Calls 
  • Speed of the Answer 
  • Length of Call

Module Eleven: Training Doesn’t Stop

  • Evaluate Progress 
  • Get Feedback on Training 
  • Kudos to Deserving Employees 
  • Have Monthly Meetings

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

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

Course 4 - Sales Fundamentals

Section One: Getting Started

  • Objectives

Section Two: Learn the Lingo

  • Types of Sales
  • More Common Sales Approaches
  • Glossary of Common Terms

Section Three: Preparing to Make the Call

  • Identifying the Right Person to Contact
  • Research and Planning
  • Creating Potential Solutions

Section Four: Make the Appointment

  • First Impressions
  • Making the Cold Call
  • Using the Referral Opening

Section Five: Pitch your Product

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • What’s in it for me?

Section Six: Managing Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies

Section Seven: Closing the Sale

  • Understanding Buying Signals
  • Closing Techniques
  • Things to Remember

Section Eight: Following Up

  • Thank You Notes
  • Customer Service Issues
  • Staying in Touch

Section Nine: Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals

Section Ten: Managing Your Data (CRM)

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems

Section Eleven: Using a Prospect Board

  • The Layout of a Prospect Board
  • How to use the prospect board
  • A Day in the Life of Your Board

Section Twelve: Wrapping Up

Course 5 - Telephone Etiquette

Module One : Getting Started

  • Course Objectives

Module Two : Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller

Module Three : Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t

Module Four : Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation

Module Nine: Handling Voicemail Messages

  • Ensure the Voicemail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving a Message for Others

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys

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

(153)
Average rating 3.5 out of 5 stars
5 star
45%
4 star
23%
3 star
21%
2 star
8%
1 star
3%

22 May 2020 09:41:04 AM

i found this very interesting and useful

19 May 2020 04:44:33 AM

excellent

15 May 2020 12:39:09 PM

Great for any body who wants to understand sales Objectives - Starter Level

28 April 2020 04:44:48 AM

Great course

25 April 2020 11:59:40 PM

Great course

21 April 2020 01:59:01 AM

Good course content

6 February 2020 10:10:12 AM

Thank you! A great tool for sales techniques!

10 September 2019 06:15:05 PM

exellent sales stratagies

22 August 2019 08:40:03 PM

Very helpful

23 May 2019 10:45:40 AM

Very helpfull

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.

20 August 2018 07:49:51 AM

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

28 May 2018 12:25:01 PM

Very informative course. I feel I now walk away with the basic knowledge of sales which is exactly what I was looking to achieve.

25 May 2018 03:53:22 PM

excellenr

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 February 2018 07:46:08 AM

It explains the fine details that we never realize we were doing until pointed out.

12 January 2018 07:13:10 PM

excellent course provider

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!

Load more reviews Loading...
1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to email/info)(coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

4.  Are there any requirements to study this course?

No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

5.  Do I require to have finished high school to complete this course?

No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer. *For faster transaction Credit Card payments are preferred. Please purchase online via our website course product page or contact us at email/info)(coursesforsuccess.com, to pay via bank transfer.

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at email/info)(coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at email/info)(coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to email/info)(coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes, you can customize your own bundle. Please send us the complete list with the exact course link of the courses you'd like to bundle up via email email/info)(coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

We provide a 7 Day Money Back Refund on all Courses

Now Only AU$429 Save AU$916 (68%)
OFF RRP AU$1345
or 4 interest-free payments of $107.25 with Learn more
Delivery Method

Online - Certificate

Get Info Pack

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value $600)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
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.
 

Share this course

Course Summary

Course ID: 020CCTOSC5CB
Delivery Mode: Online
Access: Unlimited lifetime
Time: Study at your own pace
Duration: 30-48 Hours for total bundle
Assessments: Yes
Qualification: Certificate

Learn More With Course Bundles

Popular Courses and Bundles

Get a FREE Career Planner