Effective telephone communication

Descrizione del corso

Objectives: • Learning communication techniques for telephoning • Analizing your own telephoning style • Understanding techniques to improve voice quality and communication by telephone • Developing critical abilities to define different typologies of incoming and outgoing phone calls • Conveying a positive corporate image, adjusting your own style to circumstances Audience: • Customer service officers • Customer service office, purchasing and credit department • Vendors and executives • Purchasing department • Representatives, call center operators • Secretaries • Receptionists

Programma

Phone calls: first impression of the company
• The concept of corporate image
• The costs of a bad corporate image
• How to improve the corporate image
• The concept of service quality
• Distinctive elements

The telephone communication
• Choosing the language to use
• Technical and psychological aspects
• Perception and feedback
• Message distortion
• The personal filter
• Learning how to communicate
• The communication process
• The difficulties of speaking without seeing the other
• The voice as a positive element
• How to ask questions and why: open, close, oriented
• Handling the wait, putting the calls through

The telephone as a tool
• Advantages and disadvantages
• Rules for a proper use of the telephone
• The importance of time factor
• Expressing yourself properly
• The most common mistakes
• Effective communication: diction, rhythm, tone, attitude
• Outgoing calls: the key points
• Incoming calls: the stages of telephone conversation
• Taking notes

Analysis of different types of interlocutor
• Client’s needs and expectations
• Complaint management
• Behavioral rules for complaint management
• Techniques for replying
• Analysis of different types of interlocutor

The possible use of telephone
• Phone calls typologies
• The telephone as a commercial tool
• Elements of telemarketing
• Possibilities and limits
• Goals of a marketing action
• Essential features
• Notes on sales call:
• Speaking to decision makers
• Speaking with authority
• Preparation and professional support
• Self-discipline
• Preparing replies to objections
• Turning complaints into opportunities
• The telephone as a smart system:
• Filters
• Personal image: style and courtesy
• The importance of giving the best from the beginning
• The code of behavio