Customer-Oriented Communication on the Phone

Description

Phone calls are old fashioned you say? On the contrary! Phone calls still play a central role in communicating with customers in sales and customer service. But what is the right way to address clients on the phone? And how do you professionally conduct a telephone conversation? It takes practice. This course covers how to use your voice skillfully, prepare for customer phone calls, and how to navigate through phone conversations in a structured way. You will also learn how to respond effectively to complaints along with tricks that will give your phone communication skills a competitive edge. This is how you build a good rapport with those on the other end of the line.

Course objectives

• Understanding common challenges during customer contact on the phone
• Using your own voice convincingly and authentically
• Planning and preparing for customer phone calls
• Leading through customer phone conversations professionally
• Confidently handling complaint calls
• Using techniques to be more persuasive on the phone

Who is it for?

• Sales staff who are new to telephone sales
• Other sales staff (e.g. office staff) who would like to be more confident during phone calls with customers
• Employees who work in telephone customer service for external and internal customers who want to feel more confident on the phone
• Call center agents with little work experience

Certification