Mastering Customer Service: Call Control Strategies 2.0
What you'll learn
- Demonstrate effective call control techniques to manage customer interactions efficiently.
- Apply active listening and strategic questioning to guide conversations productively.
- Set and manage customer expectations to enhance satisfaction and trust.
- Utilize conversation control strategies to keep calls focused and solution-oriented.
- Maintain professionalism and adapt tone to create a positive customer experience.
- Implement issue resolution techniques to handle customer concerns effectively.
- Use de-escalation strategies to manage objections and difficult customer situations.
- Close calls efficiently while ensuring customer needs are met and follow-ups are planned.
Requirements
- Basic skills and ideas of Customer Services !
Description
In today’s fast-paced customer service environment, mastering call control is essential for delivering exceptional customer experiences while maintaining efficiency. Mastering Customer Service: Call Control Strategies 2.0 equips sales and customer success professionals with the skills to guide conversations effectively, manage customer expectations, and resolve issues with confidence. Through practical techniques such as active listening, strategic questioning, and professional tone management, this course empowers learners to handle calls with clarity, control, and composure.
Participants will also explore proven methods for de-escalating difficult situations, overcoming objections, and closing calls efficiently while ensuring customer satisfaction. By applying these strategies, learners will not only improve their ability to navigate challenging interactions but also build stronger customer relationships. Whether you’re a seasoned professional or new to the field, this course provides actionable insights to enhance your call management skills and drive positive outcomes.
In this master course, I would like to teach the major 8 topics:
Module 1: Foundations of Effective Call Control
Module 2: Active Listening and Effective Questioning
Module 3: Managing Customer Expectations
Module 4: Controlling the Flow of Conversations
Module 5: Professionalism and Tone Management
Module 6: Effective Issue Resolution Strategies
Module 7: Overcoming Objections and Difficult Situations
Module 8: Mastering Efficiency and Call Closure
Enroll now and learn today !
Who this course is for:
- All UG and PG Business, Marketing, IT Students.
- Interested students to learn about the concepts of Customer Service: Call Control Strategies.
Instructor
- 4.4 Instructor Rating
- 56,759 Reviews
- 601,649 Students
- 332 Courses
Achievements on Udemy : (UDEMY TOP BUSINESS BEST SELLER & FULL TIME UDEMY INSTRUCTOR)
[1] Enrolled over 600,000 students from 214 countries & 47+ Udemy Business (UFB) Courses for Business Subscription.
[2] Delivered a staggering 4.07 million course enrollments, with 11,541,409 minutes taught Including UFB Courses (Upto April' 2025).
[3] Offered a diverse array of 332 courses, covering Business, General Management, Leadership, IT, Software and Systems, Psychology, Education, and Media Studies.
Credentials and Qualifications of Dr. José:
Dr. José's extensive qualifications showcase his dedication to various fields:
[1] Earned a Ph.D. in Entrepreneurship & Business Management in 2019, contributing to the understanding of business dynamics.
[2] Holds an M.Phil. in Business & General Management, establishing a solid foundation in comprehensive management knowledge.
[3] Completed a Masters in Financial Markets in 2015, demonstrating expertise in financial systems.
[4] Acquired a Masters in Information Technology in 2013, equipping him with technological proficiency.
[5] Achieved a Masters in Human Resource Management (MBA) in 2011, highlighting organizational skills.
[6] Secured a Bachelors in Mathematics in 2009, emphasizing analytical and statistics prowess.
[7] Earned a Diploma in Teacher Education in 2006, showing dedication to education.
This diverse academic background positions Dr. José as a well-rounded and versatile professional.
Teaching Experience:
Dr. José is an accomplished expert with a wealth of teaching and industry experience:
[1] Currently he is working as a Researcher and Professor of Florida Christian University (FCU Online), Orlando, FL.
[2] Serves as a Senior Researcher, Professor, and Subject Matter Expert at UTEL University, Universidad Centro Panamericano de Estudios Superiores - México, IBS-BFSU (International Business School - Beijing Foreign Studies University) China.
[2] Holds the title of Honorary and Visiting Professor at NGCEF Australia, ISCIP Canada, and Judge of the Research center for the Internationalization of companies from emerging economies (I-CEE) & Global Forum on Business Case Study.
[3] Dr. José, Specializes in digital transformation teaching, innovative teaching, and project based strategies for startup teaching in digital platform ecosystems.
Instructional Design and Curriculum Development Experience:
Dr. José's instructional design and curriculum development contributions are noteworthy:
[1] Designed and developed more than 5 specialized Post Graduate Master Degree courses for International Business School - Beijing Foreign Studies University (IBS-BFSU).
[2] Expertise in corporate entrepreneurship, organizational innovation, and learning.
[3] Over 15 years of experience as a business and IT consultant for over 20 successful startup businesses.
[4] Designed, developed, and hosted over 200 corporate business websites since 2007, receiving over 10 awards for graphic and web design.
Interests of Teaching Topics:
Dr. José's teaching interests span a wide range of subjects:
[1] Conducted, supervised, and handled more than 10,000 UG, PG students since 2007.
[2] Led training sessions for undergraduate and postgraduate Master Degree graduates in areas such as Entrepreneurship Development, Business Management, Human Resource Management and Development, Marketing, Digital Marketing, Finance and Financial Markets, Economics, Statistics, Education, Psychology, Leadership and Personal Development, Multimedia, Information Technology, IEEE Domains, and Software Certification Courses.
[3] Regular Keynote Speaker at AEIC China and Whither Our Economies (WoE) Lithuania.
[4] Currently guiding 5 Ph.D. Scholars in Business Administration, Computer Science, and IT Domains.
Certifications, Research and Publications:
Dr. José boasts an impressive list of certifications, research, and publications:
[1] Completed more than 30+ Software, IT, and Business Certifications.
[2] Serves as an Editor of Science Direct PLAS Journal, Ai Scholar China and certified reviewer for several renowned publishers from Springer Nature, Online Wiley, Emerald & SAGE.
[3] Published over 50 research and review articles, 8-12 solo-authored full case studies, 4 book chapters, and numerous book reviews and some listed in WoS & Scopus Listings.
[4] Google Scholar Citation 100+ and Research Gate Score is 270.90 with 54+ Citations, 59,299+ reads, and 27 Research Recommendations.
[5] European Alliance for Innovation (EAI) Score is 16.
Honors and Awards:
Dr. José's accomplishments are celebrated with various honors and awards:
[1] Top Funding Project Writer.
[2] Top Researcher Award 2019-2024.
[3] Best Ph.D. Thesis Award 2018.
[4] Distinguished Young Scientist 2017.
[5] University Topper (2011-2012).
[6] Seven-time recipient of the FCB - Faculty Competency Building Award (2011-2018).
[7] Mr. Perfect Award in 2008.
International Memberships and Activities:
[1] Holds memberships in 35+ International academic and professional bodies, including IEEE (ID : 96447154), Oulu Entrepreneurship Society - Finland, AfSAE (ID: 256521), ISPIM (ID: 1374), ITPA (ID: 29660) and many more.
[2] Volunteers for Scopus, Web of Science, and ABDC Indexed journals.
[3] Serves as an editorial and reviewer board member for over 30+ journals and has reviewed 200+ articles since 2019.