Course information

Call Control Strategies for Customer Service Course Outline

Module 1: Introduction to Call Control Strategies

  • Importance of Call Control
  • Impact of Effective Communication
  • Common Challenges in Customer Service Calls
  • Ethical Considerations in Customer Service

Module 2: Building Rapport and Trust

  • Establishing a Positive First Impression
  • Active Listening Techniques
  • Empathy and Understanding Customer Emotions
  • Building Trust and Credibility
  • Non-verbal Communication in Phone Calls

Module 3: Structuring Effective Customer Calls

  • Call Opening and Greeting Best Practices
  • Clarifying Customer Needs and Objectives
  • Asking Open-Ended Questions
  • Providing Clear and Concise Information
  • Call Closing and Follow-Up

Module 4: Handling Difficult Customers

  • Identifying Different Types of Difficult Customers
  • De-escalation Techniques
  • Remaining Calm Under Pressure
  • Assertiveness Vs Aggressiveness
  • Strategies for Resolving Customer Complaints

Module 5: Effective Communication Skills

  • Clear and Articulate Speech
  • Tone and Voice Control
  • Active Listening and Paraphrasing
  • Handling Interruptions and Staying on Track
  • Using Positive Language

Module 6: Time Management During Calls

  • Managing Call Durations Efficiently
  • Handling Multiple Calls and Prioritising
  • Avoiding Rushed Interactions
  • Escalating Calls When Necessary
  • Balancing Quality and Speed

Module 7: Call Documentation and Record Keeping

  • Importance of Accurate Call Records
  • Data Privacy and Compliance
  • Organising Call Records for Future Reference
  • Using CRM Systems Effectively
  • Legal Considerations in Call Documentation

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Who should attend this Call Control Strategies for Customer Service Training Course?

A Call Control Strategies for Customer Service course is designed to provide customer service representatives with the skills and techniques needed to effectively manage phone calls and interactions with customers. This course will benefit the following professionals:

  • Customer Service Representatives
  • Sales Representatives
  • Technical Support Representatives
  • Human Resources Professionals
  • Customer Service Managers
  • Social Media Managers
  • Customer Experience Managers

Prerequisites of the Call Control Strategies for Customer Service Training Course

There are no formal prerequisites for this Call Control Strategies for Customer Service Training Course. However, prior experience in customer service or related roles is recommended but not mandatory. Also, familiarity with problem-solving skills might prove to be beneficial for the delegate.

Call Control Strategies for Customer Service Course Overview

Good customer service often entails giving clients quick and responsive services and ensuring that their requirements are addressed to reflect the organisation or business. Customer service is critical to your company's success since it keeps customers and extracts more value from them. Building solid relationships with clients is the key to providing excellent customer service. Pursuing this Call Control Strategies for Customer Service training will lead the delegates to attain many employment profiles such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.

The Knowledge Academy's 1-day Call Control Strategies for Customer Service training course is designed to make the delegates understand the concept of Call Control Strategies for Customer Service. This training course gives an insight into the evaluation of the outsourcing process, various steps of outsourcing, and outsourcing customer service business processes. Delegates will learn about the process of reducing business costs by analysing the revenue cycle in the customer service department.

It also accommodates the delegates with more customer service topics, such as:

  • Collect all receivables
  • Common mistakes to avoid
  • Training strategies
  • Channel management by the customer service process
  • Customer contact technology

At the end of this training course, delegates will be able to track, trend, and measure complaint data of the customers. Delegates will also be able to know more about Customer Information Service (CIS) and apply technology to avoid challenges faced by the utilities. Our highly expert trainer with abundant knowledge has curated this training course to politely and quickly move along customer service calls and attain efficient communication expertise.

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What’s included in this Call Control Strategies for Customer Service Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Call Control Strategies for Customer Service Certificate
  • Digital Delegate Pack

Why choose us

Our Vancouver venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

­­­­Vancouver, a popular and beautiful city in the Canadian province of British Columbia, has an average population of roughly 603,500 spread across 44.39 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Vancouver, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin).  In Vancouver, it is compulsory for residents under the age of 16 to complete compulsory schooling – from low level elementary (kindergarten + grades 1-7), to high level secondary (grades 8-12); Vancouver’s secondary schools are also commonly subdivided into two groups - starting with junior secondary and then followed by senior secondary level.  In most cases, expatriates of Vancouver will send their children to public schools.  The public schools in Vancouver are generally well-respected – scoring highly in student assessments at an international level, as well as nationally, and students normally have a reputation for positive academic success and achievements. Other residents of Vancouver opt for their children to attend private schools instead; although private schools are few-and-far-between in the area as opposed to other areas of Canada, there is still nonetheless a large private school community, most of which is largely either a religious or international institution.  

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Address

World Trade Centre
999 Canada Place
Suite 404
Vancouver
British Columbia
V6C 3E2

 

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Personal Development Training | Call Control Strategies For Customer Service in Vancouver. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Personal Development Training | Call Control Strategies For Customer Service in Vancouver, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Personal Development Training | Call Control Strategies For Customer Service in Vancouver FAQs

Customer service refers to assisting your potential customers in helping them have an easy and happy experience. It is provided both before and after the customer buys the product or service.
In this Call Control Strategies for Customer Service training course, there are no formal prerequisites.
This training course is ideal for anyone who wants to excel in handling customer services and upgrading their existing communication skills.
Controlling a call entails efficiently and rapidly gathering information to remain productive customer support employees.
Professionalism, patience, and a people-first attitude are the three Ps of customer service.
This course is [ 1 ] day(s)
Opting for this Call Control Strategies for Customer Service training course will upgrade your communication skills. This obtained information will lead you to attain many more excellent designations such as call centre supervisor, call centre manager, call centre team leader, customer service agent, and many other job roles.
Pursuing this Call Control Strategies for Customer Service training course will enable you to learn to outsource, analyse strategies for current, finished, and delinquent accounts, establish a complaint resolution process, outsource customer-service business processes, maintain effective leadership, and many other customer service related topics.
The training fees for Call Control Strategies for Customer Servicein Vancouver starts from CAD1695
The Knowledge Academy is the Leading global training provider for Call Control Strategies for Customer Service.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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