Seminal Goal:
To enable the participants to apply advanced communication techniques, in order to identify the underlying needs of the customer, to respond to them and to complete a transaction, from which both parts will be completely satisfied.
Methodology:
The methodology followed in this program involves both theoretical training and gaining experience through discussions, exercises and practical cases analysis.
Target:
Telephone service officers, supervisors and customer service executives, sales executives.
Program Summary:
- Introduction – Peculiarities of telephone communication
- The communication channels
- Common mistakes and obstacles
- Proper preparation
- Message format. Proper voice.
- Persuasion by phone
- Self-control and self-discipline
- Handling of difficult cases