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Training: Good practices for a successful telephone reception

Ref. COM-TELE
Duration:
2
 days
Exam:
Not certifying
Level:
Fundamental

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

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
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Contact

ITTA
Route des jeunes 35
1227 Carouge, Suisse

Opening hours

Monday to Friday
8:30 AM to 6:00 PM
Tel. 058 307 73 00

Contact-us

ITTA
Route des jeunes 35
1227 Carouge, Suisse

Make a request

Contact

ITTA
Route des jeunes 35
1227 Carouge, Suisse

Opening hours

Monday to Friday, from 8:30 am to 06:00 pm.

Contact us

Your request