Description

Telephone advisor, sales assistant, customer reception manager, everyone contributes to the company's brand image through the quality of the telephone contacts they maintain with their customers. The telephone is a commonplace means of communication but it is full of unsuspected pitfalls! This customer relations training by telephone highlights the 7 gifts to give to the customer: 7 key qualities to avoid errors which can be fatal and above all, to leave customers with a remarkable memory of their care.

Who is this training for ?

For whom ?

Any person having regular or occasional telephone contact with customers (customer services, sales, after-sales service, accounting, logistics, etc.).

Prerequisites

Already, or soon, be in telephone contact with customers.

Training objectives

Manage all calls efficiently

Deal with difficult situations commercially

Transmit the image of a company focused on customer satisfaction

Training program

• C for Communicator
  • Take into account the particularities of the telephone.
  • Appropriate the principles of effective communication.
  • Scenario Communication exercises on the telephone.
• A as Ambassador
  • Represent your company and its products.
  • Promote your company and yourself: the 4 Ps.
  • Scenario Exercise: the key words to promote his company.
• D for Available
  • Scenario Training in making contact.
  • Make the customer want to.
• E for Listen
  • Identify the need through targeted questioning.
  • Use reformulation to build confidence.
  • Scenario Training in questioning on the participants' cases.
• A for Membership
  • Communicate to convince.
  • Promote the identified solution.
  • Know how to transfer and put on hold.
  • Scenario Training: convince the customer.
• U for Unison
  • Conclude the conversation by emphasizing what has been decided and the next steps to be taken.
  • Procite the decision.
  • Validate customer satisfaction.
  • Take your leave cordially.
  • Scenario Call conclusion exercise.
• X like XXL in delicate situations
  • Differentiate between dissatisfaction, complaint and conflict.
  • Move from a problematic situation to a relationship that builds customer loyalty.
  • Tactfully announce changes to delivery times , after-sales service intervention, a price increase, request payment.
  • Scenario Training on difficult cases / Summary exercise: "Mastering everything".