Customer-oriented calling

Description

What do callers expect, what preparations do you need to make, how do you answer the phone, how is a customer-oriented phone call developed, what is the conversation structure, how do you put the customer through to a colleague professionally, how do you ask somebody to wait, what questioning and listening techniques can help you, how do you deal with annoying remarks, emotions and reactions, how do you deal with complaints, how do you end a conversation positively and what do you do after the phone call?

This will all be discussed during the course.
You can select the language in which this course will be offered.

Target audience

Anybody who uses a telephone (from warehouse workers to accountants, receptionists, salespeople, etc.), wants to come across even more customer-oriented and perfect his phone skills.

The training programme

A one-day training course will offer you a number of techniques which will further improve your professional telephone skills. Furthermore, you will mainly be practising on various practical situations. A brief, easily applicable bit of theory and... call away!

An intake form is filled out beforehand, which enables the trainer to focus even better on you personal situation.

Training results

• You will be (even) more able to reply to your customers in a friendly and professional fashion
• You will reply to them with healthy assertiveness, patience and good humour
• You will end every conversation positively
• You will be “in charge” of every conversation
• You will be able to put your personal action plan into action thanks to a ton of tips!

Practical information

• Session length: From 9 a.m. to 12:30 p.m. and from 1:30 p.m. to 5 p.m.
• Price: This highly practical training course with free follow-up requires an investment of € 395, VAT excluded, and includes drinks, (breakfast) pastries, a sandwich lunch and a syllabus.
• Make-up of the groups: Max. 8 participants
• TIP! Make smart use of “SME portfolio” subsidies or training cheques!