WHO SHOULD ATTEND
All managers,specialists
 
BENEFITS:
This seminar aims to achieve establishing skill of communication on(over?) the phone,winning customers via proaktive behaviors,handling difficult customers and reflecting company's image best possible way.
 
     CONTENT:

DIFFERENCE BETWEEN COMMUNICATION OVER THE PHONE AND FACE-TO-FACE COMMUNICATION

• Body Language,Importance of voice tone,secret of smiling while talking over the phone. 
• Practise

FACTORS TO BE CONSIDERED WHILE TALKING ON THE PHONE

• Importance of first few seconds of a phone conversation.                                                                                                                             (The seconds customer remember most intensely)

• Answering the Phone, Verbal Handshake, Introducing Yourself
• Using Names Correctly
• Avoiding Actions That Can Disturb Our Customer While Talking on the Phone
• Matching the Style of Our Speech with Our Customer's Style of Speech

INQUIRY TECHNIQUES

(Using time efficiently
( Attracting attention, keeping the speech short, analytical approach)

• Avoiding Conflicts
• Importance of last few seconds of a phone conversation

( The seconds customer remember most intensely)

• Confirming Settlement-Agreement
• Using a positive sentence to end the call

EFFECTIVE COMMUNICATION WITH CUSTOMERS

• Importance of Showing Interest in Customer Relations
• Proactive Communication and Reactive Communication

(Words we should use and words we shouldn't use while talking with our customer)

• Results of Negative Approach and Negative Approach
• Defensive Communication - Defence Mechanisms
• Dealing with Customer Objections

DEALING WITH DIFFICULT CUSTOMERS

• Different Customer Types and Related Behavior Types.
• Situational Behavior
• Soothing Angry Customers

 
DURATION :   1 DAY
 

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