Management and Communication Courses

Who should attend ?

Those who need to give the best possible image of their company, their company’s products, and themselves, over the telephone, face to face and e-mails.

Objectives

• Ask questions to determine the caller’s needs

• Demonstrate strong listening skills

• Give clear and appropriate explanations

• Redefine and reformulate

• Show constant positive attitude

• Demonstrate willingness to help the caller

• Deal with objections, complaints and difficult situations

• Calm down an irate caller

• Be able to transmit bad news

• Efficiently terminate the call

• E.mail : best practice

• Appearance and dress code

• Cultural differences

• Verbal/non verbal communication

• Body language and voice

Course content

Maximum participant practice taking part in role plays – DVD recording, play back, feedback and evaluation.

• Asking the right questions : open/closed

• Listening in action

• How to transmit the right image using only voice, warmth and conviction

• Giving the client a feeling of importance – the personal touch