Seminar Objective:
Participants will be able to apply advanced communication techniques in order to identify the customer’s deeper needs, respond to them and complete a transaction from which both parties will be completely satisfied.
Methodology
The methodology followed in this program includes both theoretical training and the acquisition of experience through discussions, exercises and the analysis of practical cases.
Who should attend:
Telephone customer service managers, supervisors and customer service executives, sales executives.
Seminar Content:
- Introduction – Particularities of Telephone Communication
- Communication Channels
- Common Mistakes and Barriers
- Proper Preparation
- Message Development. The Right Voice.
- Persuasion over the Telephone
- Self-Control and Self-Discipline
- Handling Difficult Situations