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