Human conversations running telephone conversations in sales and customer service - Marcin Mańka

Human conversations

running telephone conversations in sales and customer service

06-07.12.2018

Warsaw

1900 PLN + TAX

Marcin Mańka

Expert

As the only presenter, psychologist, soft competence trainer, and coach in Poland, he combines professional education and experience in such a unique way.

WEducation: psychology (3 schools) and law. 17 years as a presenter (for example in: Radio ZET, TVP 1, Polsat).

Business and work experience in managerial positions (sales, relations). Conducting international events and conferences. Very rich training experience.

Nearly 70 reference letters from the world’s largest corporations such as Coca-Cola, Oriflame and PWC.

EXPERIENCE AND EDUCATION

Education: psychology, law, psychological training school, international icf coach certificate, one-year acting course, during doctorate,
conducting training and consulting projects for the largest companies, cooperation with international consulting companies in the field of HR, as well as conducting many prestigious events (of European and global rank), including international meetings of prime ministers, scientific and economic,
he conducted a unique research on a global scale, which showed that the image of the employee translates into the perception of the company,

over 17 years of experience working in the media, radio (Radio ZET, Roxy FM, Radiostacja), and above all in television (TVP 1, TVP Info, Polsat, TTV), Currently – host of Studio LOTTO, and a juror in Polsat tv show Make Me Over – Great Change, expert psychologist in television programs, among others Pytanie na Śniadanie,
business and work experience in managerial positions.

MEDIA EXPERIENCE

Expert psychologist in television programs, among others Pytanie na Śniadanie,
Juror in Polsat tv show Make Me Over – Great Change,
Host of Studio LOTTO
Presenter on Radio Zet
Presenter on TTV television – “Sunny Morning” program

Presenter on TVP 1 (programs „Za kulisami jedynki”, „Wypasiona zima”, „Quadrans Qltury”, „Studio oprawy TVP1”)
Hosting the Opole 2009 festival studio
Lector – Telewizja Polska S.A., TVN Warszawa
Presenter on Radiu Roxy FM
Presenter on Polsat television (programs Quizmania, Halo Kasa).

EVENTS

Czech and Polish Business Mixer.
During the film festival in Karlovy Vary, I was the host of Prime Ministers of Poland and the Czech Republic meeting with entrepreneurs interested in investing in both countries. The main topic of talks: development of economic relations. I was conducting formal and less formal meetings.
„Airtec Frankfurt – International Trade Fair for Aerospace Suppliers”
One of the most important events in the world associating suppliers of aerospace solutions. Hosting the “Get together evening”.
„Future Internet Week”
International conference related to the Presidency of the Council of the European Union. Hosting all main meetings.
Coca- Cola Leadership Conference 2017
Together with Ula Chincz, I was running a gigantic conference for Coca-Cola HBC. Language: English.
Final Gala of the European Competition entitled: “Discover e-volunteering”
A cultural event for closing the European Volunteer Year 2011, included in the Programme of Presidency of the Council of the European Union. Organisations from 19 countries of the EU took part in this event.
Final Gala of the “Dobroczyńca Roku 2011” (Philanthropist of the Year) Competition
The biggest and longest-operating competition promoting pro-social activities of companies in Poland. The Gala took place at Marriott Hotel in Warsaw. The audience included business elite members from Poland.
Discovery Channel conferences
Conducting meetings with the biggest Discovery Channel stars, including: Bear Grylls, Dynamo magician (3 meetings in Poland). Language: Polish / English.

- Presentation of the Autumn 2016 Discovery Networks schedule – special guest of Bear Grylls
  Conducting an international presentation of the schedule for Dicovery Chanel. Language: Polish / English.
- National Campaign entitled “Tornister Pełen Uśmiechów” (Backpack Full of Smiles)
  Editions in 2009, 2010, 2011, 2012 organised by Caritas Polska and TVP1. Hosting press conferences and finale concerts with performances of the biggest Polish musicians.
- 90th EOS International Congress
  The biggest European meeting of orthodontists organised every year in a different country. 5 years of preparations, 5 days of the Congress, & 2,500 participants from 72 countries.
- 42nd Meeting of the Polish Association of Neurosurgeons – Deutsche Gesellschaft fur Neurochirurgie
  An international meeting of the top neurosurgeons at Collegium Maius in Lublin.
- Malaysian Palm Oil Networking Seminar Warsaw 2015
  International conference relating to work on introducing sustainable palm oil farms.
- Winning & Learning together in Warsaw
  International development conference of Coca-Cola HBC.
- Launching the first 5G network in Poland T-Mobile.
  A historic moment, many important guests from Poland and the world. Language: English

DESCRIPTION

Recently, I was on the phone again with someone who read their speech from the page or recited the learned rule. I felt like a robot, someone who was not really worth talking to. Such telephone conversations put the ordering company in a bad light. Another situation: a few months ago, a girl from the bank called me. She had a nice voice and a positive attitude – those were possible to be heard from the first moment. She did not read anything, and I did not feel that what she was doing was a punishment to her. The conversation started with the statement: ‘I know that I am taking your time, and of course, I am calling regarding an offer. However, if you give me a minute, I will be grateful and try to present our proposal in a short and concise manner’. Although I did not buy anything from her, I bought ‘her’. And if I look for such an offer in the future, I will call that company. It seems to be something obvious, but, for the first time, a call centre employee talked to me like to a human being. Conducting telephone conversations in a ‘human’ manner constitutes the purpose of this training.

Work based on telephone contact with the customer is very difficult. First of all, we usually have little time, unless it is the customer who calls us. Secondly, we are deprived of the most important aspect of communication, namely the speech of our body. In this case, we must focus on the effective use of the verbal and proto-verbal level, and all this should be enriched with substantial substantive and natural knowledge, simultaneously paired up with a professional approach. Based on my knowledge gained through many years of work in the radio, sales and in the production of call tv programmes, as well as in psychological education, I will tell you how to conduct ‘human-like’ phone calls. How to start and not get blown off, how to gain attention, and how to care for the way and quality of speaking to sound like a credible, calm and determined person.

DO YOU KNOW?

how to control the course of a telephone conversation with a customer?
how to make a good first impression during a telephone conversation?
how to build a positive personal and company image during a telephone conversation?

how to overcome stage fright and stress during conversations with new customers?
how to deal with difficult situations?
how to recognise the customer’s needs?

BUT ALSO

how to create a positive atmosphere of conversation?
how to maintain naturalness despite performing planned professional duties?
how to apply the label rules?

how to set healthy boundaries thanks to an assertive attitude?
how to properly prepare for a telephone conversation with a customer?

Do you want to improve the quality of phone calls in order to build a positive image of your company and let your customers come back and recommend your services to others? If so, take part in the training! Thanks to it

you will start

to effectively control the course of telephone conversations with customers in order to achieve the intended goals,
to skilfully recognise customer expectations,
to effectively deal with difficult situations unavoidable during communication.

YOU WILL stop

unconsciously building a distance between you and the customer, which affects their negative attitude towards you and the company,
treating telephone conversations with customers as a punishment: although it is a demanding job, it can also be very evolving and bring a lot of satisfaction,
succumbing to stage fright and stress that may arise when communicating with customers.

YOU WILL DEVELOP

the ability to conduct difficult conversations, deal with pressure and manipulation,
the ability to influence own emotions and the customer’s emotions,
the ability to build a positive image of your company by means of telephone conversations.

TRAINING PROGRAMME

Customer – find out who they are and identify their needs.
Phone as a work tool.
Stress and stage fright – convince yourself before you convince others.
Naturalness and self-confidence – the ability to be yourself and build a coherent message.
The basics of self-presentation and the first impression in telephone conversations.
Communication with the customer over the phone – three levels of influence, or mechanisms of interpersonal communication based on the psychology of communication, psycholinguistics, and sociolinguistics.
The most important principles of savoir-vivre in telephone contacts.
Difficult situations in communication with customers. Setting healthy boundaries in relationships.
Telephone conversation – a base of good practice.
Personal development programme based on coaching techniques and tools.

Are you looking for a person who will lead your event?

Call: +48 693 425 350

Email: kontakt@manka-academy.com

Or just use contact form below.

Marcin Mańka
Academy of Image and Communication

ul. Grażyny 15/130A
02-548 Warszawa

+48 693 425 350
+48 22 299 11 29
kontakt@manka-academy.com