Call & Contact Centre Workshop Practical Skills to Enhance Customer Satisfaction

Call & Contact Centre Workshop: Practical Skills to Enhance Customer Satisfaction



Upon attendance to the Call & Contact Centres training workshop, participants will develop essential knowledge and skills in:

  • Delivering high quality customer service and sales support over the telephone
  • Making a great first impression using verbal and non-verbal communications
  • Building rapport with customers on the phone, being friendly, helpful and empathic
  • Understanding customers, their needs and expectations, and how to offer solutions that meet their needs
  • Dealing with difficult customers, diffusing emotions and keeping calm to solve the problem quickly
  • Recognising sales opportunities while handling an inbound service call and the confidence to proactively and positively respond to the lead
  • Making effective outgoing calls that reach the decision maker and lead to a sale




  • Call & Contact Centres training course is beneficial to customer service advisors, telesales staff members and team leaders who work in a call centre and contact centre environment.




Understanding Customer Service

Overview of Call and Contact Centres

  • The role of the call/ contact centre and the agent/advisor’s role
  • The importance of service standards and consistency in the way customers are treated
  • Impact of a call/ contact centre on business goal setting, objectives and outcomes
  • Delivering value to the business: why key performance indicators (KPIs) matter


Core Customer Service Skills

  • Active listening
  • Creating empathy and respect
  • Problem solving
  • Differentiating between product features and benefits


Becoming Customer Focused

  • The essential elements of service excellence
  • Understanding what makes customers satisfied
  • Selling the way your customer wants to buy


Essential Telephone Skills

Making the Call

  • Getting through to the decision maker
  • Different types of gatekeepers and how to get past them
  • Using a professional greeting to create a good first impression


Creating a Positive Impression

  • Creating a connection through your tone of voice, speaking clearly and distinctly
  • Projecting friendliness, confidence, expertise and interest in them
  • Tuning into their voice, language and personalities


Establishing Rapport on the Phone

  • Interacting positively with callers and making them feel valued
  • Remaining calm, personable, friendly, helpful and respectful
  • Being natural and conversational so the caller relaxes
  • Key questions to uncover what they are interested in


Guidelines for Closing the Call

  • Recapping on their needs and expectations and how your company can meet them
  • Using pre-closing questions that lead to callers making a commitment
  • Agreeing next steps and follow-up
  • Ensuring the call is followed up and promises actioned

Delivering Excellent Customer Service

Truly Understanding Customers’ Needs

  • Types of customers and how they like to be served
  • Differentiating between customer needs, wants and expectations
  • Uncovering how your products & services meet their needs
  • Taking account of multicultural and global customers


Developing Rapport through Verbal and Non-Verbal Communications

  • Producing an attractive voice – pitch, tone, rhythm, loudness, resonance & inflection
  • Creating a mood by smiling, other facial expressions and gestures
  • Posture and breathing for a good technique
  • Matching your caller’s speech and intensity


Providing Solutions & Adding Value

  • Being positive and helpful
  • Developing the disciple of active listening
  • Using positive language and affirmation to develop empathy
  • Questioning techniques to uncover needs


Dealing with Difficult Customers

  • Techniques for listening and responding under pressure
  • Identifying why they are angry, irritated or upset and how to respond
  • The trigger points that cause unnecessary escalations of tension
  • Behaviours that will and won’t bring the interaction to a successful conclusion


  • Managing Inbound Sales and Service Calls

Delivering Service Excellence

  • Uncovering the reason for their call and the solution they expect
  • Questioning techniques to check understanding
  • Presenting solutions to their problem in a way that satisfies


Dealing with Customer Complaints

  • Viewing complaints as opportunities
  • Identifying the root causes of the problem
  • Sincerely apologising and thanking customers for complaining
  • Ensuring the problem is fixed to the customer’s satisfaction


What to do When You Can’t Say Yes

  • Giving a reasonable explanation
  • Suggesting options and alternatives
  • Remaining friendly, understanding, fair and empathic
  • Escalating if the caller remains dissatisfied


Turning Service Calls into Prospective Sales

  • Recognising sales opportunities during inbound calls
  • Confidently asking questions that generate sales leads
  • Introducing ideas and making suggestions in a natural and conversational way
  • Confidentially cross selling and up selling

Making Outbound Sales Calls

Structuring Outbound Calls

  • Preparing effectively: five steps to a successful sales call
  • Opening calls with benefits for the prospective customer
  • Building an elevator pitch that gets a positive response
  • Using open-ended questions to uncover information and help tailor your pitch


Overcoming Objections

  • How to recognise different types of objections
  • Rehearsing responses to common objections in advance
  • Six easy steps to handle surprise objections


Effective Closing Strategies

  • Testing assumptions about readiness to buy
  • Trialling a close to check your assumptions
  • Confirming their intention to buy
  • Insuring against buyer’s remorse


What if they Don’t Buy

  • Gathering information for future calls
  • Offering a ‘lead magnet’ to keep them interested
  • Agreeing how you will stay in touch