Objectives

Participants will learn:

How to develop phone conversation handling skills.
How to generate a proactive attitude and focus on end results.
The importance of listening in order to understand with the intention of comprehending
How to identify the customers’ needs and wants
How to develop an objections and complaints handling system
How to transform a complaint into an opportunity for improvement
Generate skills for dealing with clients with difficult and delicate situations
How to end the conversation and satisfy the customer

Subjects:

Introduction: negotiation within the new scenario  

Difficulties in over-the-phone customer service  
Dealing with external and internal customers
The process of retaining control

A. Related to attitudes
B. From a technical standpoint
C. Difference between being in control with empathy and getting involved

Neutral comments and affirmations
Handling silence  
Transforming disadvantages into opportunities
Use of voice (with a positive attitude)
The process of listening
Types of clients and how to deal with them

Methodology:

Brief theoretical presentations
Styles analysis
Case studies

Duration:

12 hours as two 6-hour activities

 

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