Customer service over the phone
Is making phone calls outdated? On the contrary! In sales and customer service, the telephone plays a major role in communicating with clients. But how do you be convincing on the phone? And how do you guide your caller professionally throughout the conversation? It takes a little practice. In this online course, you'll learn how to use your voice effectively, how to prepare for phone calls with clients, and how to guide them in a structured way throughout the discussion. You'll also learn how to respond effectively to telephone complaints and which rhetorical tricks to use to put the finishing touches on your phone communication. This will allow you to build a good relationship with your caller!
Target audience
Sales staff inexperienced in telephone sales; other sales staff wishing to communicate more confidently with customers over the phone; customer service staff who want to feel more comfortable on the phone with both internal and external customers; call center employees with no prior professional experience
Learning objectives
– To be aware of the typical difficulties that can arise during a telephone call with a client
– Knowing how to use one's voice in an authentic and convincing way
– Plan and prepare telephone interviews with clients
– Guide your interlocutor professionally during the telephone interview
– Handling telephone complaints calmly
• Implement rhetorical techniques to be more persuasive over the phone
