Who Should Attend:
- Call Centre Supervisors a & Team Leaders
- Call Centre Team Members
- Tele-sales Professionals
Course Objectives
- Learn how to win over customers in the first 30 seconds on the phone
- Understand how to manage your own state and reflect your positive state on customers
- Master questioning and listening skills to make clients feel safe and ensure satisfaction
- Obtain linguistic tools and vocal techniques to build common ground and rapport
- Explore ways to tap the motives and hidden psychological needs of customers
- Identify ways to negotiate effectively for win-win outcomes
- Master objection handling and deal skilfully with difficult or challenging customers.
What will you gain?
By the end of this course, you will be able to:
- Recognise your communication style, and how to make every phone interaction with the customer a positive experience
- Overcome fear and become confident in handling any type of customer with skill and professionalism
- Understand caller behaviour and quickly assess customer needs and issues
- Tactfully diagnose and effectively control any difficult customer interaction on phone
- Adopt a range of voice techniques to give an cheerful and professional impression
- Master structured questioning techniques to glean information from customers
- Use the art of persuasion to effectively negotiate outcomes
- Become skilful at managing and maintaining your own attitude and composure in stressful situations
- Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips.
Course Content
Introduction to Customer Service and General Call Protocol
- Introduction to Customer Service
- What is my communication style?
- What are your customers’ expectations?
How your state affects your Client
- State management 101
- The role of Mirror Neurons
- State Awareness
- Emotional Management
- Sustaining a positive attitude
Who are your clients?
- Types of clients
- Clients’ motives
- Hidden needs
Techniques for maximum focus on your client’s needs
- Questioning techniques
- Precision Questioning Techniques
- Holding the space
- Offering and eliciting options
- Eliciting “Hot Buttons”
- Asking the right questions to find the key criteria for your client’s decision making
It’s not what you say; it’s how you say it (Linguistic and Vocal exercises)
- Intonation
- Pitch
- From Problem Frame to Solution Frame
- Directing the conversation
Selling/Negotiation techniques
- The art of persuasion
- The law of reciprocity
- Linguistic patterns for Persuasion
- Making it compelling
- Making it memorable
Handling Objections and Complaints
- Types of complaints
- Reframing
- Dealing with difficult people
- When do we pass it?
Tips for maximising Customer Satisfaction
- 7 telephone conversation tips to ensure high customer satisfaction
Stress Busting
- How to stay fresh and prepare to take calls under stress and pressure.
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