This course is intended for anyone who is in telephone contact with customers (internal and external), who represents the organization and is responsible for the impression that the customer gets – customer experience . The course is also suitable for operators in call centers, service centers, or assistant managers who communicate with customers or colleagues within the organization. Participants will learn to understand what affects the impression of a phone call and how to evaluate whether it was successful.
- To teach participants to communicate professionally by phone with customers and colleagues according to current trends in customer experience.
- Together with the participants, create customer phrases suitable for their most common telephone situations from practice.
- Recognize and eliminate the most common errors in telephone communication.
- Improve the customer experience by applying recommendations for working with voice and conducting a telephone call.
- Practice the basic types of telephone conversations in model situations using effective communication techniques.
A telephone call from the customer’s point of view
- What affects the customer experience (CX) during a phone call?
- What does every customer – external and internal – need to feel?
Professional and modern telephone communication
- Tips for rapid improvement of telephone communication (small talk, work with questions, work with pauses, correct “position” of the voice, suitable pace of speech, dynamic intonation).
- The most frequent errors in telephone communication (abrupt introduction of the telephone call, explanation without understanding, vague information about the time of solving the request, etc.).
- Customer experience trends in telephone communication (hyperpersonalization, the customer enters information only once, answers to the most frequent questions, multi-channel communication and others).
Circular training of customer communications
- Modern phrases in telephone communication – how to interpret a pro-customer and partner attitude.
- Training on reformulating inappropriate expressions, phrases and reactions.
Techniques in customer communication
- Active listening techniques – paraphrasing and reflecting.
- Explanation technique, questioning technique.
- The technique of overcoming objections.
Telephone conversation training
- Informational telephone conversation, provision of information.
- Dealing with authorized and unauthorized complaints (or dissatisfied internal customers).
- Difficult situations with our customers.
- Key signals of customer satisfaction.
Practical telephone training
- Training of telephone calls from the practice of the participants.
- Incoming and outgoing phone calls.
