Mastering Professional Telephone Communication (ETS)

Kurzy vedené v angličtině, Communication Skills

Unlock the secrets to effective and confident telephone communication with our one-day intensive course. Designed for professionals who regularly engage in phone conversations with clients or colleagues, this course covers essential skills such as building rapport, structuring persuasive conversations, and handling objections with ease.

Through practical exercises, role-playing, and feedback from expert trainers, participants will gain hands-on experience and walk away with the tools to elevate their telephone communication skills to a professional level.

THIS TRAINING WILL ENABLE YOU TO:

Develop confidence in professional phone communication
Effectively manage difficult calls and resolve conflicts
Master techniques to engage customers and build rapport
Apply best practices in active listening and clear messaging

WHO SHOULD ATTEND?

Customer service professionals handling client inquiries and complaints
Sales representatives looking to improve their phone sales techniques
Managers and leaders who need to communicate efficiently over the phone
Anyone seeking to enhance their telephone communication skills for professional purposes

Private training and tailor-made dates

This topic can only be implemented as a private, not only as a closed corporate course, but also as an individual consultation for individuals.

In the case of a customized course, the outline below is for inspiration only. The final training content, length, and dates will be tailored to the specific input, needs, and objectives of the participants.

We will be happy to prepare a price offer.

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Poptat kurz na míru

Náplň kurzu:

Skrýt detaily

Fundamentals of Professional Phone Communication

Overview of effective communication principles
Understanding tone, clarity, and intent
Techniques for starting and concluding calls confidently

Building Rapport and Active Listening

Developing a customer-centred communication style
The art of active listening to understand customer needs
How to adapt communication style to different personalities

Handling Difficult Situations and Objections

Strategies for managing difficult customers and complaints
Practical approaches to objection handling and persuasion
Emotional control and stress management during calls

Practical Application and Role-Playing

Preparing for a phone call and setting clear objectives.
First impressions: Opening the call with confidence.
Capturing essential information during the call and asking the right questions.
Delivering convincing solutions and closing the call smoothly.
Detailed feedback from the instructor based on call simulations.

Časový rozvrh:: 1 den (9:00-16:00)

COURSE METHODOLOGY

Practical Individual and Group Communication Exercises
Model Situations
Analysis and Solution of Real Telephone Conversations
Instructor Feedback and Self-Reflection
Facilitated Discussions and Methodical Explanations

SITUATIONS YOU COMMONLY DEAL WITH:

Scenario 1: Handling a Difficult Customer Complaint

Situation Description: A customer calls in, upset about a product defect and demands an immediate refund. The conversation starts off aggressive, and the customer is hard to calm down.

Solution Learned in the Course: You will learn to use active listening and empathy to acknowledge the customer's frustration. This approach helps diffuse the initial anger by showing that you understand their concerns. You will also practice calm, assertive communication to guide the conversation toward a solution, such as offering a replacement or explaining the refund process clearly, all while avoiding escalation.

Scenario 2: Overcoming Sales Objections

Situation Description: As a sales representative, you contact a potential client who is interested but has reservations about the price of the product. The client repeatedly brings up cost as the main objection.

Solution Learned in the Course: You will be trained to analyse the client's priorities by asking the right questions. Once you've identified their core needs, you can apply value-based argumentation to shift the focus from price to the benefits and return on investment of your product. This technique helps you transform objections into opportunities to close the sale.

Scenario 3: Managing a Cold Call Rejection

Situation Description: During a cold call, the person you’re speaking to quickly interrupts to say they’re not interested and tries to end the conversation. This happens before you've had the chance to fully explain the value of your offer.

Solution Learned in the Course: You will learn persistence and strategic questioning to keep the conversation alive. By acknowledging the interruption politely and using open-ended questions, you can steer the call back to uncover the prospect's needs. You'll also practice using empathetic listening to address their concerns and refocus the conversation on how your product or service can solve their problem, which increases your chances of moving the call forward.