Course description
Call Center Sales Conversion and Customer Experience Training
This course teaches attendees, working in a call center in the hospitality and tourism industry, how to deliver unforgettable phone-based customer experiences. It differs from all other call center conversion telephone sales training program of its kind. This course ,Call Center Sales Conversion and Customer Experience Training, teaches reservations call center agents how to delight customers, have fun, and ring up more sales conversions in the process.
Participants will be able to:
- Establish customer rapport.
- Identify customer needs.
- Act on requests in a customer service-minded manner.
- Handle challenging situations.
Inquire about on-site or live virtual training for your team!
Who should attend?
- Hospitality and Tourism Reservationists
- Hospitality and Tourism Reservation Center Agents
- Hospitality and Tourism Telephone Agents
- Hospitality and Tourism Call Center Agents
- Hospitality and Tourism Call Center Supervisors
- Hospitality and Tourism Call Center Managers
Training content
Course Agenda
Introduction
Welcoming activity and an overview of the session
Legendary Service
Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed
Identify
important elements of a Call Center’s Legendary System
Reality Trip
Listen to recorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed
Make it a Legendary First Impression
Ensure that the interaction starts in a positive and professional manner
Ask the RIGHT Questions
Tips and process for ensuring understanding of prospective guest or customer’s needs
Skill Practice
Practical role plays and other activities to apply the skills
Deliver Value
Identify key behaviors for delivering value during a prospective guest/customer interaction and setting your organization apart from the competition
Skill Practice
Practical role plays and other activities to apply the skills
Closing and Selling Strategies
Identifying additional opportunities for upselling and cross-selling. Build techniques for securing the business
Closing and Selling Strategies
Identifying additional opportunities for upselling and cross-selling. Build techniques for securing the business
Putting It All Together
Skill practice of the complete magic formula and other activities to apply the skills
Next Steps
Discuss the components of Signature’s ongoing reinforcement program
Course delivery details
- This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
- Both training options are delivered by a highly experienced Signature Worldwide trainer.
Costs
Please request more information from Signature Worldwide about dates and pricing.
Why choose Signature Worldwide?
Our 30+ years of experience includes training over 36,000 businesses in 50 countries
98% of our customers would highly recommend Signature Worldwide to others
Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers
About Signature Worldwide
Signature Worldwide
Global Customer Service and Sales Training You seek customer service and sales training to help your teams effectively cultivate, engage and nurture relationships with customers. But does your training partner have depth of expertise in your industry? Signature Worldwide does....
Contact this provider
Contact info
Signature Worldwide
Reviews
Average rating 5
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