Telephone training for internal sales and customer service

Closer to the market - closer to customers

• Customer service as a competitive factor.
• Phone calls were yesterday? Customer service 4.0.
• Enthusiasm factors on the phone.

More charisma on the phone

• How the attitude towards the phone influences conversations.
• The importance of body language on the phone.
• The sound makes the music: the right voice leading.
• Conscious use of language: of stimulus words, killer phrases and magic words.

In dialog with customers

• Which channel for which communication case?
• The conversation phases on the phone.
• Interview preparation and professional introduction.
• Overcoming resistance - communicating in a benefit-oriented way.
• End a conversation on a positive note and follow up effectively.

Communication method kit

• The different levels of a message.
• Active listening and customer-oriented argumentation.
• Conversation management through questioning techniques: He who asks, leads!
• Dealing successfully with objections such as "that's too late for me" or "you delivered poor quality".
• You-messages versus I-messages.
• Breaks as a management tool.

Psychology on the phone

• How real is the perception?
• Dealing with different types of behavior.
• Recognize manipulation techniques.
• Dealing with stress on the phone.

When things get difficult: Mastering conflicts

• Handle complaints and claims in a customer-oriented manner.
• Stress-free handling of aggressive callers.
• Getting to the bottom of conflicts.
• Keeping the conversation "in hand".
• Say "no" with confidence.
• Communication strategy for personal attacks.
• For "emergencies": use of de-escalation techniques.