Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers.
With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation.
This session explores the specific skills that can make, rather than break, a telephone-based interaction.
Participants will be able to:
- Describe what makes a positive difference when communicating with customers over the telephone
- Be conscious of their ‘vocal dashboard’ and ensure that their tone of voice is congruent with their words
- Effectively use space in the conversation to build trust with the customer rather than suffer silences
- Positively position the potential ‘breakers’ of a GREAT telephone customer conversation
Anyone who interacts with customers over the telephone.
A highly interactive and practical session, using real scenarios that participants bring with them.
Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!