Call Centre & Customer Service Training Course - Jobs and Recruitment on, the UK's #1 job site

Call Centre & Customer Service Training Course


This Call Centre & Customer Service Training Course is the only guide you need for learning the essential topics thoroughly and acquire the necessary skills for a s pecial discounted price . With only 1 Hour of training towards your CPD-accredited certificate and course materials designed by industry experts , any of your dreams in professional life can be turned into a reality. Our exclusive Call Centre & Customer Service Training Course follows an advanced curriculum with topics broken down into a total of 10 scaled-down modules for your ease of self-paced learning . These modules will assist you in grasping the basics and leading you to the steps of getting a comprehensive understanding of all aspects of the Call Centre & Customer Service Training Course. The course materials designed by experts are easily accessible 24/7 by any of your smartphones, laptops, PCs, tablets etc. Our expert instructors are available on weekdays to listen to any of your queries via email and help you in achieving your goals . Finally, you will receive a CPD-accredited certificate which will fast-track your career and showcase your expertise on this topic to excel in your professional life. This professional certification along with your in-depth understanding of the course materials will put you ahead in this sector as well as the relevant job market . Key Topics to Be Covered The basics of customer service Phone etiquettes The tools to be used in customer service Types of customer questions Meaning of STAR in customer service The closing of a conversation. Learning Outcomes Develop a comprehensive understanding of the basics of customer service. Identify different types of buying motivations. Understand the phone etiquettes while attending a call. Learn how to build rapport with your customers in a conversation. Understand different types of questions and how to answer them. Learn the use of various tools used in customer service. Learn how to speak like a STAR and what it means. Learn about benchmarking and goal setting Learn how to close a conversation properly in a way that satisfies the customer.

SKU: 274793 Category:


Business_Customer service


A satisfied customer is an asset in business, and it’s not only the product itself but also the customer service that affects customer satisfaction. It’s not unusual that a customer may receive a defective product, yet, good customer service can win the heart of a customer even if they receive a defective product. A call centre is a core part of business operations. To ensure better customer service and the success of a call centre depends on the trained employees behind the calls.

This Call Centre & Customer Service Training Course is designed to equip you with the necessary skills to answer questions, overcome objections and ultimately close the deal. In this course, you’ll learn about phone etiquette and how to build rapport with customers. You’ll have a clear understanding of common customer questions and how to address them. Besides, you’ll learn how to speak like a STAR and what it means, as well as benchmarking and key steps to success. The final section of this course covers video-instructed closing etiquettes and how to close a deal after a successful conversation.

Skills You Will Gain

  • Public communication
  • Objection handling
  • Rapport building
  • Goal setting

Course Curriculum:

Module One: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying

Module Two: The Basics (II)

  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
  • Reporting

Module Three: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening

Module Four: Tools

  • Self-Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard

Module Five: Speaking Like a Star

  • S= Situation
  • T= Task 48
  • A= Action
  • R=Result

Module Six: Types of Questions

  • Open Questions
  • Closed Questions
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection

Module Seven: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations

Module Nine: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques

Module Ten: Closing

  • Knowing when it’s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale

Assessment Process

Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.

Showcase Your Accomplishment of New Skills: Get a Certification of Completion

Upon passing the assessment, you will receive proper certification that is recognised all over the UK as well as internationally. The PDF certificate is free of cost which you can download instantly upon completing the assessment or you can order it via online. You can also receive an original printed copy of the certificate for showcasing your achievement anywhere and everywhere, which will be sent to you by post. The postal fee for this printed copy is only £5.99, with no additional fees or expense.