Professional Telephone Skills
About this training
Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.
How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.
Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.
Discover the Power of Customer-oriented phone conversations
Would you like positive and successful customer contacts? Discover the impact of customer-centric telephoning and change the way your business communicates. In today's competitive business world, providing excellent customer service is essential to building loyalty and retaining customers.
Why Customer-Oriented Communication?
Customer-focused telephoning goes beyond simply answering calls; it's about understanding your customers' needs and creating positive interactions. By listening to your customer's voice, you can gain insight into their concerns and expectations, allowing you to provide targeted solutions.
Benefits of Customer Focused Telephoning:
Increased Customer Satisfaction: By listening attentively and providing effective solutions, you will make customers feel that their voice is being heard, resulting in increased customer satisfaction.
Improved Customer Retention: Satisfied customers are loyal customers. By incorporating customer-centric telephoning into your business strategy, you will encourage customers to return.
Positive Business Reputation: Word of mouth is powerful. Excellent customer service leads to positive recommendations and enhances your corporate image.
Efficient Problem Solving: By communicating effectively, you can quickly identify and resolve problems, resulting in a streamlined business process.
Program
This course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult callers , the power of your voice, giving bad news and how to prepare better for different types of phone calls.
Following skills will be trained in this interactive workshop:
- The importance of proper telephone etiquette
- Mirroring the choice of words: tone, volume, rhythm, silences
- Being alert for the signals at the other end of the line
- Identifying the needs of the caller
- Being precise and clear in wording
- Active listening and showing empathy
- Bring negative news using the sandwich technique
- Repeat and summarize the message
- How to handle dissatisfied customers? Roleplay
- Remain calm and friendly, even if the caller is dissatisfied / angry
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Included in this training: the course book 'Customer Oriented Communication' |
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Target group
The training is intended for everyone who has frequent telephone contact with internal and external customers, such as commercial office staff, sales support, employees of the customer service department, receptionists, telephonists, secretaries, customer service representatives.
Approach
Trainers
Results
This training will help you:
- Maximise sales and service opportunities
- Cope effectively with a busy switchboard and heavy call traffic
- Project a confident and professional image
- Deal with difficult calls skillfully and create positive results from complaints
- Offer exceptional service to all your callers.
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Included in this training: the course book 'Customer Oriented Communication' |
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Testimonials
“By concretely working through several cases, I gained a clear picture and understanding of how to make problem-solving phone calls. The tips can be applied immediately: how to answer customer questions accurately, how to respond to difficult customers and how to conclude a conversation. It was an enriching experience and there was an open atmosphere around concrete situations. ”
Ingrid NaessensAarova
“My learning objective was to gain a structured understanding of the approach to guiding colleagues in in telephone calls. My expectations were fully met. First, I was given tools to better manage conversations. Second, I gained insight into what I was already applying myself in a conversation. Thirdly, the interaction was very valuable. Keep up the good work!”
Filip VetsEneco
Register
Choose the desired date and location for this training.
Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.
How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.
Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.
Antwerpen - Expert Academy
From
€ 695,00(VAT excluded)
Max. 8 participants
