Telephone Communication in Customer Service

FBE Bratislava s.r.o.

Popis kurzu

Obsah kurzu

Principles of professional phone contact

• Creating professional impression.
• Professional communication and clear expressions.
• Standard phone call structure.
• Corporate identity in customer communication.

Professional communication

• Verbal communication – active listening.
• Communication techniques of explanation, asking questions and paraphrasing.
• Positive expressions, customer-focused phrases, using customer’s name.
• Work with Hold and avoiding “dead air”.
• How to ask the customer to repeat information in case we did not understand.
• Common pronunciation and grammar mistakes to watch out for.

Training of typical situations from the participants practice

• Situations from the participants practice.
• How to handle customer complaints.
• Phone calls analyses.

Stress management for customer service professionals

• How to stop taking things personally.
• Short relaxation techniques to relieve stress and anxiety.

Course includes audio training with portable telephone switchboard capable of recording and replaying model telephone calls. Model calls are analyzed in detail with takeaways identified for next round of exercises.

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