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telephone skills
           PACOTEL ©

 
objective   Improve telephone skills
   
target group All employees
   
topics

What are the components of effective communication?

Specific telephone cycle:

greeting and identification
orientation questioning
in depth questioning
identifying the essence of the question
action: respond to the question, deliver information, discuss the action plan
feedback: did the customer understand ?
closing

What are the differences between inbound and outbound calls?

What are the right attitudes towards the customer?

empathy

assertiveness at the phone

how to handle difficult people?
how to say “no” and keep the user happy?
how to end a communication
using the right words
how to lead the conversation using the right questions?

What are the 10 steps in complaint management?

How to handle bottlenecks?

 
   
duration 1 day
   
   

 

 
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sales skills
 
buying skills
 
telephone skills
 
communication skills
 
presentation skills
 
effective meetings
 
time management
 
team building
 
leadership and empowerment
 
change management
 
negotiating skills
 
complaint management
 
       
 
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