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.
How goes a telephone cal
The rules of oral communication
The basic communication tools:
The identification of the needs and expectations of his interlocutor
Managing difficult situations:
Stress management – tips and tricks
Scenarios based on fictitious situations and / or experienced by the participants
Du lundi au vendredi, de 8:30 à 18:00.
Monday to Friday, from 8:30 am to 06:00 pm.
