MY ACCOUNT

Training: Good practices for a successful telephone reception

Ref. COM-TELE

Duration:

2

jours

Exam:

Not certifying

Level:

Fondamental

Funding:

Home > 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

Eligible Funding

ITTA is a partner of a continuing education fund dedicated to temporary workers. This fund can subsidize your training, provided that you are subject to the “Service Provision” collective labor agreement (CCT) and meet certain conditions, including having worked at least 88 hours in the past 12 months.

Prix de l'inscription

CHF 1'300.-

Inclus dans ce cours

Training provided by a domain expert
Customized situational activities tailored to your challenges
Digital documentation and support materials
Achievement badge

Mois actuel

mar14Oct(Oct 14)09:00mer15(Oct 15)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

mar14Oct(Oct 14)09:00mer15(Oct 15)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE

mar18Nov(Nov 18)09:00mer19(Nov 19)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

mar18Nov(Nov 18)09:00mer19(Nov 19)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

lun09Fév(Fév 9)09:00mar10(Fév 10)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun09Fév(Fév 9)09:00mar10(Fév 10)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

lun16Mar(Mar 16)09:00mar17(Mar 17)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun16Mar(Mar 16)09:00mar17(Mar 17)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE

lun20Avr(Avr 20)09:00mar21(Avr 21)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun20Avr(Avr 20)09:00mar21(Avr 21)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

mar26Mai(Mai 26)09:00mer27(Mai 27)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

mar26Mai(Mai 26)09:00mer27(Mai 27)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE

lun29Juin(Juin 29)09:00mar30(Juin 30)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun29Juin(Juin 29)09:00mar30(Juin 30)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

lun03Aoû(Aoû 3)09:00mar04(Aoû 4)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun03Aoû(Aoû 3)09:00mar04(Aoû 4)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE

lun07Sep(Sep 7)09:00mar08(Sep 8)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun07Sep(Sep 7)09:00mar08(Sep 8)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

lun12Oct(Oct 12)09:00mar13(Oct 13)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun12Oct(Oct 12)09:00mar13(Oct 13)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE

lun16Nov(Nov 16)09:00mar17(Nov 17)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun16Nov(Nov 16)09:00mar17(Nov 17)17:00Genève, Route des Jeunes 35, 1227 Carouge Etiquettes de sessionCOM-TELE

lun21Déc(Déc 21)09:00mar22(Déc 22)17:00VirtuelVirtual Etiquettes de sessionCOM-TELE

lun21Déc(Déc 21)09:00mar22(Déc 22)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionCOM-TELE