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 Hamburg 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.

Hamburg, officially known as ‘Freie und Hansestadt Hamburg’ (Free and Hanseatic City of Hamburg), is the second largest city is Germany. The city is populated with approximately over 1.7 million residents. Like other cities across Germany, education in Hamburg is compulsory for children; it follows the German educational system and is divided into four levels: Kindergarten Education, Primary Education, Secondary Education, and Higher Education. Kindergarten is for children aged from three to 6. Elementary School (Grundschule) is from Grade 1 to Grade 4. After Elementary School, children can go onto one of the three types of schools, Hauptschule, Realschule or Gymnasium, depending on their academic ability from Grades 5 to 9 or 10 and is compulsory up to the age of 18.

The school system in Hamburg is managed by the Ministry of Schools and Vocational Training (Behörde für Schule und Berufsbildung). There is over 240 Primary School and nearly 200 Secondary Schools with over 160,000 students attending every year. The city also has many private colleges as well as religious and special-purpose institutions including the Helmut Schmidt University (formerly known as the University of the Federal Armed Forces Hamburg). Hamburg is home to the International School of Hamburg, which is one of the oldest international schools in Germany.

Hamburg also provides Higher Educations for students who wish to further their education with over 15 universities. There is over 70,000 students attending these universities including over 9,000 foreign students. Hamburg universities are both public and private for students. The public universities are: the University Medical Centre of Hamburg-Eppendorf, the University of Music and Theatre, the Hamburg University of Applied Sciences, the Hamburg University of Technology, and finally the University of Hamburg (Universität Hamburg) which is the largest university in Hamburg; Hamburg also offers private universities including the Bucerius Law School. 

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Address

HafenCity,

Am Kaiserkai 1,

Hamburg, Germany

T: +49 8000101090

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 Hamburg. 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 Hamburg, 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.

Experience the most sought-after learning style with The Knowledge Academy's Personal Development Training | Call Control Strategies For Customer Service in Hamburg. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Personal Development Training | Call Control Strategies For Customer Service in Hamburg sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

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 Hamburg 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 Hamburg starts from €1195
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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