- Training designed for anyone who serves or communicates with customers by phone on a daily basis.
- Recommended group size — 12 participants
Excellent Customer Service Over the Phone
- Training duration — 7 hours (in person or remote)
- Practical training based on real customer situations
Participants will gain knowledge and develop skills for:
- Successful customer service by phone.
- Building a structured conversation.
- More precise identification of customer needs.
- Valuable argumentation.
- Handling customer objections.
Excellent Customer Service Over the Phone — Training Topics
- Fundamentals of customer service.
- Customer wants and satisfaction.
- Criteria for excellent service.
- Business etiquette in conversations. Elements of speech. Non-verbal communication.
- Structure of a phone conversation.
- Stereotypes in customer service.
- Practical tools for questioning and argumentation.
- Handling customer objections. Reaching agreement with the client. Closing the conversation.
- Hands-on practice conversations and analysis of call recordings.