Programme training customer-oriented calling
- Phoning methodologies;
- Get a grip on a telephone conversation;
- Learn how to use expectation management;
- Follow up and handle difficult conversations effectively and professionally
- Enhance listening skills and learn to listen empathically;
- Increase your service and politeness quotient;
- Understand the general etiquette and aspects of professional telephone use
- Take and pass on incoming calls in a professional way;
- In this phoning course, you will learn how to lead a conversation by asking the right questions using efficient question techniques.
Results
- Make uniform commitments on handling phone calls;
- Understand everything that comes with phone conversations;
- Be better prepared to deal with angry and emotional phone conversations;
- Recognize and counter the four (fake) objections and false arguments;
- Acquire conversational techniques to effectively ask questions at the right moment;
- Detect the tools you get to find out what the real need is;
- Understand the human and psychological background of a phone conversation;
- Understand methodologies how to effectively deal with several kinds of difficult types.
Specifications
Number of participants
4 to 6 persons
Blended Training forms
- Independently via an online programme;
- As a 1 day- or 2 day-course, depending on preliminary knowledge
- As a programme over several (2-4) day parts.
We adapt the content to organisation objectives, knowledge and experience, time available, learning style, budget, and development wish of the participant(s).
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