Effective communication and customer orientation on the phone

Seminar content "Telephone Training":

Basics of communication - on the phone Conducting phone calls with customers in a solution oriented and convincing manner Major communication techniques (e.g. Active listening, questioning technique) Knowing and optimising one´s own communication style Developing a convincing style of argumentation ("benefit orientation") Service oriented handling of questions and objections Dealing with "difficult and challenging people" Dealing with conflicts constructively Reaching binding results in phone calls Conveying "bad news" and "saying no" constructively Dealing with unfair attacks, personal insults and provocations professionally Your personal "stress management", "self-confidence" und emotional strength (dealing with your own emotions) Case studies, reflection and exercises Personal action plan to ensure the learning transfer