Effective work with the client over the phone

Communication skills - the ability to understand different people, hear their needs and find the most optimal solution for them - are a universal tool for the productivity of every professional. Customer service over the phone requires special attention and empathy so that we can provide excellent service, regardless of the topic of the conversation and emotional intensity - whether it is informative, helpful to the customer or reminding the customer of unfulfilled obligations.

This course offers a deeper study of customer-oriented service, focusing on the specifics of telecommunications. During the course, we will receive answers to the questions: What exactly is good service? What is common to all "difficult" customers? What communication strategies to use when communicating with them? How to improve your personality so that "difficult" customers in communication become not a problem, but a challenge that you are able to constructively accept and solve?

Objectives

• to develop the ability to successfully serve customers and communicate with different types of customers over the phone,

• to increase the participants' effectiveness in managing emotionally difficult conversations, dealing with "difficult" customers and resolving conflicts,

• acquiring new, practically applicable knowledge and stress management skills that will help to more constructively address the challenges of professional life when working in intensive contact with customers.

Benefits

• knowledge of different types of contact partners and communication strategies with them,

• understanding and knowledge of how to manage customer service over the phone,

• understanding of personal reactions, awareness of individual resources for managing stress and emotions,

• better understanding of one's strengths in communication, how to develop them in everyday life.

Working method

Interactive and flexible to apply new knowledge in practice. During the course, mini-lectures, analysis of current situations for participants, development of recommendations, discussions and practical tasks.

Target audience

Customer service specialists who communicate with customers daily by phone.

Program

During the lesson, we will look at the basic principles of effective telephone communication, participants will become aware of topical topics and difficulties and will discuss solutions together.

According to the needs of the participants, topical topics will be discussed in depth, as well as some practical techniques for preserving personal resources and managing stress will be learned.

1. Customer-oriented customer service and service:

• principles and importance of customer-oriented service in long-term cooperation;

• visible and hidden factors of communication;

• customer expectations, rational and emotional needs;

• the importance of communication and attitude in providing good service.

2. Primary customer service by phone, basic principles:

• the beginning of the conversation and the first phrases;

• the use of intonation as the main telecommunication tool;

• basic principles of structured conversation management (how to highlight the most important, avoid unnecessary verbiage and keep the conversation “in your hands”);

• closing the conversation (without carelessness and negligence).

  
  

3. Difficult communication situations of participants:

• specific, difficult clients;

• confusion, embarrassment, anger, receiving unjustified aggression, claims, criticism from clients;

• how to be correct when receiving unjustified reproaches, inadequate behavior from a client;

• development of recommendations, an action plan, formation of diplomatic, correct phrases for specific conversation situations.

4. “Difficult” client:

• different types of difficult clients;

• direct and indirect factors that provoke conflict;

• the ability to recognize the potential of a “difficult” client in a conversation partner and transform destructive energy into cooperation.

5. Conflict situations, risks of their occurrence and strategies for solving them:

• factors that influence the client’s perception of good service;

• our personal motivation, attitude and stereotypes;

• five conflict resolution strategies;

• recognition and evaluation of one's usual conflict resolution style;

• the ability to conduct an emotionally intense conversation, tolerate the client's negations and maintain a constructive approach;

• how to implement cooperation in conflict, and what are the benefits of this strategy.

6. Preservation of personal resources, stress management:

• the importance of breathing in stressful situations;

• basic principles of stress management.

• Course conclusion: participants' conclusions and ideas for further work, feedback.