Description

This training for hotliners takes place in the context of increased competition and a greater desire by companies to differentiate themselves through customer relations. Establishing a relationship of trust while managing your stress and that of your interlocutors is an essential prerequisite for effective and satisfactory telephone assistance. User assistance, online troubleshooting, user support and training... are all services associated with the product. For the hotliner, it is a matter of solving the user's concrete problem, promoting their service provision and contributing to the excellence of the brand image.

Who is this training for ?

For whom ?

User support hotliner, help-desk technician, maintenance manager, after-sales service employee, having telephone contact with customers.

Prerequisites

• None.
• For the technician working face-to-face with the customer, it is recommended to follow "Technicians: optimize your customer relationship" (ref. 767). li>

Training objectives

Conduct a support call methodically.

Develop behaviors close to customers.

Control difficult situations common on the hotline.

Training program

• Adapt to the needs of the customer requesting assistance
  • Avoid the pitfalls of the telephone.
  • Distinguish between technical and relational expectations of customers.
  • Know how to deal with both customer expectations.
  • Update in a practical workshop situation: communication on the telephone.
• Handle customer support request efficiently
  • Succeed in making contact: the presentation, the words that establish a climate of trust.
  • Ask the relevant questions to diagnose the request.
  • Dialogue while talking focusing on the essential and the search for solutions.
  • Explain the solution or the procedure to follow effectively.
  • End the interview by leaving a 'last good impression'.
  • Practical workshop setting: construction of your call guide.
• Develop a remarkable service relationship
  • Scenario Scenarios: diagnose a problem, provide a solution.
  • Put yourself in your customer's shoes and reassure them.
  • Avoid behavior which penalize the relationship.
  • Effectively manage the customer's unpleasant remarks.
• Dealing with difficult situations at the hotline
  • Support the customer's technical handling remotely.
  • How to proceed when the customer's request cannot be met immediately.
  • Know how to say no to a request while preserving the relationship.
  • What to do when the customer gives criticism.
  • Dealing with the aggressiveness and pressure of certain customers.
  • Mise in situation Training on participants' difficult cases.