The telephone as the first contact and service interface of the business offers numerous possibilities and opportunities if you know how to utilise it in the best possible way.
The participants of this seminar block will find out how to make a self-assured, competent and customer-oriented impression over the telephone.
Moreover, participants will learn how to deal with difficult conversational partners and situations, and to organise their telephone work in the most productive manner.
• Fundamentals of Communication
Various communication possibilities
Suicide words and provocative words
Questioning techniques
Correct formulation over the telephone
• Personal calling card over the telephone
The voice and wording
The 10 basic rules of speech over the telephone
• Brought to the point: telephone rules
• Practical use of the telephone
How to answer the telephone correctly
How to put callers through to colleagues
How to put callers through in English
Difficulties in communicating
Anonymous callers
Putting callers on hold
Negotiations over the telephone
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• How to behave in difficult conversational situations
• How to deal with difficult callers
How to deal with objections
How to handle conflicts
• How to organise telephone work effectively
Effectivity
Preparation of telephone conversations
Holding telephone conversations
Assessment following telephone conversations
• The telephone as service interface
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