Call Control Strategies for Customer Service Overview

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

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Control Strategies for Customer Service. 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.

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Live classes

Join a scheduled class with a live instructor and other delegates.

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Interactive

Engage in activities, and communicate with your trainer and peers.

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Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

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Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

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Global Reach

With classes running in all timezones, access any of our courses and course material from anywhere, anytime.

Unlock your potential with The Knowledge Academy's Call Control Strategies for Customer Service, 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.

Unlock your potential with The Knowledge Academy's Call Control Strategies for Customer Service, 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.

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Experience the most sought-after learning style with The Knowledge Academy's Call Control Strategies for Customer Service. 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 Call Control Strategies for Customer Service 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 Call Control Strategies for Customer Service 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 Call Control Strategies for Customer Service 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

Call Control Strategies for Customer Service FAQs

Customer service refers to the support and assistance provided to customers before, during, and after their purchase to ensure satisfaction, build trust, and foster long-term relationships.
There are no specific prerequisites for this course. A basic understanding of customer interaction and communication skills can be helpful but is not mandatory.
This course is ideal for customer service representatives, call centre agents, managers, and anyone seeking to improve their customer handling and call control strategies.
Call control involves managing phone interactions effectively by maintaining professionalism, guiding conversations, resolving issues, and ensuring customer satisfaction while optimising call duration.
The three Ps of customer service are Professionalism, Patience, and a Positive attitude, which are essential for delivering excellent customer experiences.
This course takes 1-day to complete during which delegates participate in intensive learning sessions that cover various course topics.
This course enhances your communication and problem-solving skills, improving your efficiency in customer interactions and opening doors to advanced customer service roles.
You will learn techniques to manage calls effectively, handle difficult customers, maintain professionalism, and resolve issues promptly to ensure excellent customer experiences.
This training prepares you for roles such as Call Centre Agent, Customer Service Specialist, Team Leader, and Client Relationship Manager.
Yes, an assessment is included to evaluate your understanding of the course material and your readiness to apply these strategies in real-world scenarios.
Yes, we offer self-paced training options, enabling you to learn at your convenience and tailor the course to your schedule.
Yes, 24/7 support is available to assist with course-related queries, technical issues, and guidance throughout your learning journey.
If you encounter access issues, please contact our support team, available 24/7 to resolve any problems and ensure uninterrupted learning.
You will typically receive your course confirmation details within 24 hours of registration. If you experience delays, our support team will assist you promptly.
Yes, delegates receive a recognised certification upon successful completion, validating their expertise in call control strategies and customer service.
The training caters to all levels, offering foundational concepts for beginners and advanced techniques for experienced professionals to enhance their skills.
This training equips your team with skills to handle calls effectively, improve customer satisfaction, and strengthen client relationships, driving business growth and loyalty.
Yes, this course is designed for individuals at all career stages, ensuring that everyone gains valuable skills to excel in customer service roles.
The Knowledge Academy in Denmark stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The training fees for Call Control Strategies for Customer Servicein Denmark starts from DKK11995
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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Call Control Strategies For Customer Service in Denmark

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