Course Outline

Call Center for Success


12 Hours




With this workshop, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

Target Audience

This course will appeal to a wide range of audiences and is intended for customer service and call center representatives.

Skills Gained

Upon completion of workshop participants will be able to:

  • Win the first impression
  • Handle Call center challenges
  • Master Professionalism
  • Deal with Customers
  • Enhance their communication skills
  • Shape their attitude

Topics Covered

1.       The CSR--A Powerful Voice

  • The CSR's Valuable Role
  • First Impressions Count
  • The Call Center Challenge
  • The Quality Call

2.       Gaining the Professional Edge

  • Six Elements of Professionalism
  • Element 1: Manage the Customer Call
  • Element 2: Know Your Products and Services
  • Element 3: Be a Team Player
  • Element 4: Remain Customer Focused
  • Element 5: Take Responsibility
  • Element 6: Make a Commitment

3.       The All-Important Customer

  • Recognizing the Customer's Style
  • Tailoring Your Responses 
  • Guidelines for Analytical and Assertive Customers
  • Understanding Your Own Behavioral Style
  • Eight Customer Needs

4.       Building Your Communication Skills

Ten Essential Communication Skills

  • Skill 1: Listening Effectively
  • Skill 2: Extending Common Courtesy
  • Skill 3: Avoiding Statements That Give the Wrong Impression
  • Skill 4: Using the Customer's Language
  • Skill 5: Gathering Customer Information
  • Skill 6: Satisfying the Angry Customer
  • Skill 7: Managing Technology
  • Skill 8: Writing Effective Email
  • Skill 9: Mental Scripting
  • Skill 10: Closing the Conversation

5.       Attitude--Your Most Important Asset

  • Shaping Your Attitude
  • Choosing a Positive Attitude
  • The Impact of Stress on Your Attitude
  • The Call Center Workload
  • Avoiding Office Gossip and Drama

6.       A Plan for Self Improvement

  • Three Steps to Self-Improvement
  • Step 1: Take Stock of Your Skills
  • Step 2: Define Your Objectives
  • Step 3: Develop Your Action Plan


  • Learning Concepts/Presentations
  • Group Activities and Discussions
  • Tips and Tools
  • Individual and Team Exercises
  • Role Plays/Case Studies
  • Educational Videos
  • Action Plan to ensure Application of the Learning

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