Persuasive Telephone Skills In Customer Service

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Course Objectives

Getting customer to say “Yes” in our telephone conversation require skills and structure.  Being persuasive in our conversation is the key to allow customer to be open in telling us their needs and wants.  It is also important for us to achieve our call objective.

At the same time, every customer will have different kind of personality and it is important for us to be aware and find out the right way in managing every call with a professional image.

  • Set confident in having the courage to present well with a positive image during a telephone conversation
  • Having the right structure in telephone conversation to resolve issue and accomplish objective
  • Dealing with difficult customers in a professional attitude in every telephone conversation

Target Audience

  • Customer Care Consultant
  • Service Advisors
  • Telemarketers
  • Executive level and above

Methodology

  • On the spot coaching session for immediate feedback and improvement
  • Group Discussion and Presentation
  • Activities

Course Modules

  • Module 1: The Standard of Call    
  • Module 2: Customer and Personality
  • Module 3: Addressing and Managing Complaint in Telephone Conversation
  • Module 4: Being positive in giving “No” as an answer

Get To Know The Trainer

Trainer David

 4.5

David is an NLP Practitioner, an advanced communicator, a committed consultant, a passionate trainer and a champion of numerous public speaking and evaluation competitions. He brings to his programs his experience from his journey from loser to champion as well as his over 20 years of experience in IT, Sales, Retail, Insurance, Customer Service and Training.

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COURSE DETAILS

COURSE INCLUDE

RM2,000/DAY

RRP RM2,860/DAY   SAVE RM860

*T&C Applies

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