Mastering Customer Service: Call Control Strategies 2.0

Course Overview

• Course Title: Mastering Customer Service: Call Control Strategies 2.0
• Instructor: Dr. José Prabhu J
• Target Audience:
  • Sales and customer success professionals
  • Seasoned professionals or new to the field
• Prerequisites:
  • Basic skills and ideas of Customer Services

Curriculum Highlights

• Key Topics Covered:
  • Foundations of Effective Call Control
  • Active Listening and Effective Questioning
  • Managing Customer Expectations
  • Controlling the Flow of Conversations
  • Professionalism and Tone Management
  • Effective Issue Resolution Strategies
  • Overcoming Objections and Difficult Situations
  • Mastering Efficiency and Call Closure
• Key Skills Learned:
  • Demonstrate effective call control techniques
  • Apply active listening and strategic questioning
  • Set and manage customer expectations
  • Utilize conversation control strategies
  • Maintain professionalism and adapt tone
  • Implement issue resolution techniques
  • Use de-escalation strategies
  • Close calls efficiently

Course Format

• Duration: 1 hour on-demand video
• Format: Self-paced online course, access on mobile and TV
• Resources: Certificate of completion