Training: Good practices for a successful telephone reception

Ref. COM-TELE

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Duration:

2

days

Exam:

Not certifying

Level:

Fundamental

Funding:

Temptraining

ITTA | Trainings | Soft Skills | Written communication | Good practices for a successful telephone reception

Description

Answering a call from an annoyed, threatening, or angry customer can be a daunting task. How to manage your aggressiveness ? How to calm him down and act on his request?
This training will allow you to acquire the tools and the confidence necessary so that each customer phone conversation is a moment of constructive, solution-oriented discussions.

Participant profiles

Call center employees
Support technicians
Anyone else who needs to answer the phone

Objectives

Conducting and manage phone conversation
Improve their oral expression in order to gain confidence in the face of their interlocutor
Develop their assertiveness in order to better respond to requests
Handle difficult situations

Prerequisites

No prerequisites

Course content

How goes a telephone cal
The rules of oral communication
The basic communication tools:

questioning
reformulation
active listening
non-violent communication

The identification of the needs and expectations of his interlocutor
Managing difficult situations:

calls that drag on
the aggressiveness of his interlocutor
complaints and claims

Stress management – tips and tricks
Scenarios based on fictitious situations and / or experienced by the participants

Documentation

Digital courseware included

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.