Human conversations

running telephone conversations in sales and customer service

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.
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