Trainings

IMPROVE YOUR PHONE SKILLS AND IMPROVE COMPANY IMAGE

at 15 KM

REVAL Consulting

Training
Business
Communication
Public Relations
Strategy

OBJECTIVES
 Understand the importance of oral communication and its impact on the company's image
 Master the telephone reception techniques and acquire the vouchers
reflexes
 Become aware of the consequences of poor listening
customer expectations
 Be able to handle difficult situations on the phone

PUBLIC
Anyone having in his professional activity telephone reception situations

PROGRAM

Individual elements that impact on customer reception
 The general image, the presentation
 Adopted language and tone
 Behavior in the face of demand- Know how to analyze the needs of those who are welcomed

How to make a success of your telephone reception
 To master the telephone tool, to accept the constraints of the tool, to know how to reverse them
 Complementary tools on the phone (call book, internal numbers, guide)
 The 7 rules of the telephone reception
 The voice, the postures
 Take charge of the request of the interlocutor
 Know how to filter professionally and know how to wait - Transfer rules

Good time management for an effective telephone interview
 Find the appropriate tone and words during the presentation: customize the call
 To know how to listen actively - The techniques of reformulation and questioning
 Find the balance between courtesy, tact and firmness
 Take a relevant and faithful message
 Conclude the interview and take leave on a good impression

Be comfortable in unfamiliar or difficult situations
 Assume the call - Put in trust
 Know how to take a step back - positive attitude
 The different types of behavior to manage
 To be able to show empathy.
 Know how to get out of the call
 The mistakes not to commit

EDUCATIONAL TOOLS
 Presentations
 Group work
 Role play and scenarios