Communication Skills > Persuasive Telephone Skills In Customer Service

Persuasive Telephone Skills In Customer Service

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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