Communication by telephone is in many service companies a dominant way of communicating with customers. This type of business communication has its specificities and laws which we have to be familiar with if we want to offer high-quality services. A satisfied customer will come back, while an unsatisfied one will tell about his dissatisfaction to at least 10 people. Therefore, high-quality services have a crucial place in keeping the old customers and getting the new ones, as well as in the customer’s perception of the company.
We all know how much we value a pleasant voice and a polite interlocutor full of understanding when we need a piece of information or to deal with a problem. The ways to achieve this type of telephone communication are neither particularly expensive nor particularly difficult, but their importance is extremely high.
Seminar goal is the development and improving of decision making skills, knowledge and competences that are vital for successful telephone communication. Through this seminar, participants will learn key competencies that modern employee must have – and techiques for mastering them, practical steps for developing their own skills. The training leader will pay special attention to the psychological and practical aspects of telephone communication applied to concrete business situations.