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 Washington D.C. 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.

Washington D.C is the capital of the United States and is a federal district. Washington has around 660,000 inhabitants living in the area.

Washington D.C is the home to a variety of universities such as the American University which is a private research university. The university is affiliated with the United Methodist Church. The university was established in 1893 and was approved by former President Benjamin Harrison. The university enrols around 13,000 students a year who are either undergraduate or graduate students. Students at American University have backgrounds of more than 150 nationalities. The American University is also very well known for its study abroad programs in which students can participate in a number of programs around the world.

The George Washington University is another university located in Washington D.C. The university is a private research university and is the largest institution in the District of Columbia. The George Washington University was established in 1821. The university currently has around 25,300 students in attendance with the majority of those studying postgraduate degrees. Some of the courses available at the George Washington University include; Arts, Science, Business, International Affairs, Public Health, Professional Studies, Engineering, Applied Sciences, Nursing and Medicine, Politics and Law.

Another university located in Washington D.C is the Gallaudet University which is a private university for deaf and hard of hearing students. The university has around 2,000 students in attendance. Gallaudet was established in 1864 and was originally a grammar school for deaf and blind children until it became the university. Gallaudet is famous for being the only university that primarily teaches classes specifically accommodated to deaf and hard of hearing students. The university is bilingual using American Sign Language (ASL) and English.

Georgetown University is a private research university in Washington and was established in 1789 making it the oldest catholic and Jesuit institute in the United States. There are around 18,000 students who attend the university each year and study a variety of degrees. Some notable alumni from Georgetown University include eight former heads of state, Bill Clinton, Bradley Cooper and a variety of others. 

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Address

AdvantEdge Business Centres,

5335 Wisconsin Avenue,

Suite 650,

Washington D.C

United States

T: +1 7204454674

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 Washington D.C.. 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 Washington D.C., 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 Washington D.C. 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 Washington D.C. starts from $1295
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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