Call center sales training and call center customer service training
Wynn Solutions entertaining, researched
based call center sales training and call center customer service training programs are delivered in-house and designed to help call-center representatives incorporate a consistent and
repeatable selling approach. Many call center training programs also provide script consulting and research on what
the most successful call centers have in common. Our most popular program is specifically designed to help call
takers transition from a service culture into a sales culture.
Why choose Wynn Solutions for your call center training needs?
At Wynn Solutions, we are experts at making information entertaining, memorable, and easy to understand. Studies show that people implement what they enjoy learning, what makes them laugh, and what they feel relates to them personally. We combine industry-specific market research with surveys of top performers to give you a high-impact experience that goes beyond the best practices. Our programs are high-energy, interactive, and focused on providing tools your people can use right away.
We believe long-term success requires more than talent. It requires strong, enduring business relationships; a collaborative approach; and the ability to successfully manage client expectations and emotions.
Make sure basic and cutting edge skills are consistently implemented
Improve telephone image: Establish culture of telephone professionalism
Establish credibility, reliability and responsiveness
Develop repeatable telephone process
Meet company expectations
Build productive hands-on relationships
Section one: The customer is on the line: Telephone skills
How to create repeat customers
Why would your customers leave? (How you lose business on the phone)
What customers really want on the phone: Solutions and good feelings
Professional inbound telephone skills: You are the key to your company’s image
Effective greetings: The studies show what works
Gathering accurate information
The super-hold formula: Putting people on hold and making them like it
Telephone Body Language
Do your customers feel heard?
Ending the endless call: Asking the questions that will complete the call
The four-step process for handling difficult calls
Section two: Handling your own stress and combating burnout
How to handle difficult customers
A little psychotherapy: Handling irate callers
Know-it-all experts
Indecisive stallers
Complainers
People with personal problems: Dealing directly with the behavior
Compassion as a tool
Men and women: Different communication styles
Salvaging lost relationships (the secret of the top 3 percent)
Section three: Making good happen
Building trust in the first 15 seconds
Identifying needs: The art of negotiations
Asking the right questions
Gaining agreement
Presenting your services as the solution
Overcoming Objections: Building ironclad rebuttals in advance (creating value)
Knowing when to stop talking
Empowering customers with knowledge
Section four: Listening like an industry leader
Understanding the selective listening syndrome
The adultism theory: It’s hard to listen if no one listens to you
Telephone listing skills
Some scientific facts
Section five: Developing a service strategy
Specific measurable guidelines
Customer satisfaction goals
The three things you must do to instill a culture in any business
Determine how well you deliver service
Make the customer's life easier
Section six: Motivation
What is the great motivator?
Neurosis is a substitute for legitimate suffering
Our circumstances do not dictate the quality of our service
How important is your job?
Call center skill acquisition exercises
Training
In this facilitated process, participants individually create three customized questions based on the information presented in this segment and role-play with a partner. Then the entire training team splits into two sections: the customer consulting group and service provider consultant group. Each team selects a representative and coaches him or her through a role-playing session. This exercise provides tools on how to move from objections to gaining agreement and gives insights into what we often forget about effective communication when we are in front of customers.
Listening effectively
Participants listen carefully to what is being said by the facilitator and repeat what they hear. The rhyming sentences used by the facilitator are designed to distract listeners and get them to follow the pattern rather than the information. This exercise provides insight into how poorly people listen (the latest studies show that 75 percent retain as little as 10 percent of the information they gather) and demonstrates how top producers make the most of their listening skills.
Reacting effectively
In this facilitated process, participants break into groups and create scenarios involving the needs of problem customers. Then each group determines the effective response for each situation. This exercise provides tools for handling difficult behavior and gives insight into how our reactions create opportunity.
Avoiding assumptions
In this facilitated process, an attendee is chosen by the group. This person will assess four team members who have been coached to act out their issues without giving details. The attendee will then attempt to discover the issues with very little information. This exercise teaches us how our assumptions can cause problems and how important it is to clarify issues with effective questions.
How behavior affects the sale
In this facilitated process,
participants break into groups and try to agree
on the level of satisfaction a customer receives
from a hypothetical encounter with a relationship-challenged
salesperson. This exercise provides insight into
how our behavior can greatly reduce the impact
of our skills.
Overcoming objections
Through a facilitated process,
participants discover the six most common objections
they face and together create effective solutions. The sales call “live”
In this facilitated process,
participants individually create three customized
questions based on the information presented in
this segment and role-play with a partner. Then
the entire training team splits into two sections:
the customer consulting group and salesperson consultant
group. Each team selects a representative and coaches
him or her through a role-playing session. This
exercise provides tools on how to move from objections
to gaining agreement and gives insight into what
we often forget about effective communication when
we are in front of customers.
Draining the doubt
In this facilitated process,
participants make a list of three goals or accomplishments
that they believe are just outside their reach.
Then they use a patented process to literally remove
the feeling of doubt around each item on the list.
Due to our agreement with the creator of this exercise,
we cannot describe this process in print. We will,
however, be glad to discuss it verbally at your
request.
The call center training segments/topics contained in these
programs represent suggested agendas and
are designed to be customized to your specific
needs.
The skill acquisition segments also can be customized
and can vary in length. These segments do not represent
the only interactive participation in each segment.
Each segment is approximately 30 percent presented
materials, 35 percent skill acquisition and 35
percent interactive facilitation.
Please contact Wynn Solutions to discuss your training needs.
Due to our partnerships with some of the nations best speakers, trainers and
leading authorities, we are able to offer your company a large variety of the
highest quality training solutions. Phone: 888.833.2902 or use our form and someone will get back to you shortly.
