Overview:

Phone calls are old fashioned you say? On the contrary! Phone calls still play a central role in communicating with customers in sales and customer service. But what is the right way to address clients on the phone? And how do you professionally conduct a telephone conversation? It takes practice. This course covers how to use your voice skillfully, prepare for customer phone calls, and how to navigate through phone conversations in a structured way. You will also learn how to respond effectively to complaints along with tricks that will give your phone communication skills a competitive edge. This is how you build a good rapport with those on the other end of the line.

Target Audience:

1. Sales staff who are new to telephone sales

2. Other sales staff (e.g. office staff) who would like to be more confident during phone calls with customers

3. Employees who work in telephone customer service for external and internal customers who want to feel more confident on the phone

4. Call center agents with little work experience

Learning Objectives

1. Understanding common challenges during customer contact on the phone

2. Using your own voice convincingly and authentically

3. Planning and preparing for customer phone calls

4. Leading through customer phone conversations professionally

5. Confidently handling complaint calls

6. Using techniques to be more persuasive on the phone