Softskills - Telephone Training

Home

3-Segment Structure

Com-Unic Team

References

Quality Standards

Trainer Login

Customer
Login
Forget your password?
Become a customer

Communincative Strategies

►►Telephone and Communication Training

Customer service is essential to sales, and is one of the few opportunities a company has to set itself apart from the competition. Today, many areas which were once dealt with by field representatives in face-to-face conversations are now handled on the telephone. As a result, improving your customer service on the telephone means increasing customer satisfaction and enhancing your corporate image.

Topics

Fundamental questions and concepts of customer service

Who are my customers?

Which personality traits should a customer-oriented worker possess?

What shows a customer that he/she is talking with a customer-oriented person?

Analyzing common speaking situations

Customer service and information

Returns and refunds

"No sale" or: How do I best say no to a customer?

Setting due dates

Responding to late deliveries

Forwarding questions and requests

Cross-selling / up-selling

Training speaking behavior

Essentials of communication

Preparing for the conversation and making a professional start

Making a friendly impression with your voice

Active listening and using customer-oriented argumentation

Controlling the conversation using questions: The one who asks is in control!

Successfully responding to complaints, return and refund calls

Ending the conversation and follow-up

Recognizing psychological factors in customer service

Using psychology as an aid to customer service: better understanding the customer and responding in a solution-oriented manner

Dealing with stress on the telephone

Discipline in what you think and say

Avoiding difficult situations on the telephone

Dealing with difficult speaking partners

Your benefits

You will learn:

effective speaking techniques for service-oriented telephoning,

how to lead telephone conversations with confidence and poise,

to respond in a customer-oriented manner, even in problematic situations.

You will see and learn how to carry on conversations satisfactory for both partners (win-win situation). You will also receive checklists which you can use outside of training, on the job, to evaluate and optimize your telephoning skills, thus helping to ensure that you engrain what you have learned.