Efficient work of call-center operators
Target audience
Call-center operators, secretaries, sales managers on phone.
Goal of training
Improve skills of phone negotiation and answer to clients’ claims.
Tasks of training
- learn to deal with clients’ claims on telephone;
- learn to solve clients’ claims;
- learn to defuse conflicts and due to that experience less stress.
Agenda
- Image of an ideal employee working on client’s claim.
- Work algorithm for a claim.
- Efficient ways of working with unsatisfied clients. Simple rules.
- Efficient and active listening.
- Order of asking question for a specialist to hold their leading position in a dialogue.
- Offering choice of solutions of clients’ issues.
- Ending up the dialogue.
- Phrases for holding a conversation and keeping an active position during such conversation.
- Case on solving a dispute.
Methods of learning
This training is maximally simple and practical. Techniques and principles discussed are rational and available to everybody to apply.
Participants
- practice voice-training and speaking technique as the main instruments in creating an atmosphere in telephone negotiations;
- learn efficient step-by-step algorithm of working with an interlocutor;
- perfection ways of efficient presentation over the phone;
- practice how to achieve the goal of negotiations while using methods of discussion management, acquire skills of active listening, technique of raising questions;
Duration
1 day (8 hours)
Cost
8500 UAH (corporate kind, group up to 15 people).