Training 'Professional Telephone Skills'
Starting from € 695,00 (Excl. VAT)
This training tailored to your organization's needs? Contact us
Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.
How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.
Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.
Ontdek de Kracht van Klantgericht Telefoneren
Bent u op zoek naar de sleutel tot succesvol klantcontact? Zoek niet verder! Ontdek de impact van klantgericht telefoneren en verander de manier waarop uw bedrijf communiceert. In de huidige competitieve zakelijke wereld is het bieden van uitstekende klantenservice essentieel om loyaliteit op te bouwen en klanten te behouden.
Waarom Klantvriendelijk Telefoneren?
Klantgericht telefoneren gaat verder dan alleen het beantwoorden van oproepen; het draait om het begrijpen van de behoeften van uw klanten en het creëren van positieve interacties. Door te luisteren naar de stem van uw klant, kunt u inzicht krijgen in hun zorgen en verwachtingen, waardoor u gerichte oplossingen kunt bieden.
Voordelen van Klantgericht Telefoneren:
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Verhoogde Klanttevredenheid: Door aandachtig te luisteren en doeltreffende oplossingen te bieden, zult u klanten het gevoel geven dat hun stem wordt gehoord, wat resulteert in een hogere klanttevredenheid.
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Verbeterde Klantretentie: Tevreden klanten zijn loyale klanten. Door klantgericht telefoneren op te nemen in uw bedrijfsstrategie, zult u klanten aanmoedigen om terug te keren.
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Positieve Bedrijfsreputatie: Mond-tot-mondreclame is krachtig. Uitstekende klantenservice leidt tot positieve aanbevelingen en versterkt uw bedrijfsimago.
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Efficiënt Probleemoplossing: Door effectief te communiceren, kunt u snel problemen identificeren en oplossen, wat resulteert in een gestroomlijnd bedrijfsproces.
Tips voor Effectief Klantgericht Telefoneren:
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Luister Actief: Geef uw klanten de ruimte om hun zorgen te uiten en luister aandachtig om volledig te begrijpen wat ze nodig hebben.
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Empathie Tonen: Laat uw klanten zien dat u begrijpt wat ze doormaken en dat u om hun situatie geeft.
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Duidelijke Communicatie: Spreek duidelijk en beknopt. Vermijd jargon en technische taal die klanten kunnen verwarren.
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Oplossingsgericht Denken: Bied gerichte oplossingen die de behoeften van uw klanten aanpakken. Toon proactiviteit in het oplossen van problemen.
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Volg op en Personaliseer: Neem na het gesprek contact op om te controleren of het probleem is opgelost. Personaliseer uw communicatie om klanten zich gewaardeerd te laten voelen.
Ontdek de transformerende kracht van klantgericht telefoneren en laat uw bedrijf uitblinken in klantenservice. Begin vandaag nog met het opbouwen van duurzame klantrelaties die de groei van uw bedrijf stimuleren. Neem contact met ons op voor meer informatie over hoe u klantgericht telefoneren in uw bedrijf kunt implementeren.
This course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult callers , the power of your voice, giving bad news and how to prepare better for different types of phone calls.
Following skills will be trained in this interactive workshop:
- The importance of proper telephone etiquette
- Mirroring the choice of words: tone, volume, rhythm, silences
- Being alert for the signals at the other end of the line
- Identifying the needs of the caller
- Being precise and clear in wording
- Active listening and showing empathy
- Bring negative news using the sandwich technique
- Repeat and summarize the message
- How to handle dissatisfied customers? Roleplay
- Remain calm and friendly, even if the caller is dissatisfied / angry
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Included in this training: the course book 'Customer Oriented Communication' |
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The training is intended for everyone who has frequent telephone contact with internal and external customers, such as commercial office staff, sales support, employees of the customer service department, receptionists, telephonists, secretaries, customer service representatives.
This training will help you:
- Maximise sales and service opportunities
- Cope effectively with a busy switchboard and heavy call traffic
- Project a confident and professional image
- Deal with difficult calls skillfully and create positive results from complaints
- Offer exceptional service to all your callers.
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Included in this training: the course book 'Customer Oriented Communication' |
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Choose the desired date and location for this training.
Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.
How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.
Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.
Date
- Wednesday 8-11-2023,
from 09h00 until 17h00
Often being the first point of contact, the telephone is seriously under-rated as a factor in creating that vital first impression.
How customers experience the quality of your service is strongly dependent on the first telephone contact with your organization. Profitable elationships can be built or strengthened by handling calls in a professional way.
Our aim is to educate businesses and employees to interact professionally with their respective customers, offering customer service and utilising the telephone as a window of opportunity. The participants will learn the basics of customer service and how to project a professional telephone image.
Date
- Wednesday 15-05-2024,
from 09h00 until 17h00
This training is also available as personal coaching, in-company training or compact workshop.
Contact us for more information.
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