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).
 
 
Efficient work of call-center operators