TAILOR-MADE TRAINING (IN COMPANY)
During this training, your employees will learn how to approach complaints in a customer-focused way, apply the right communication techniques, and how to turn even the most challenging situations into positive customer experiences. Our experienced trainers offer a combination of theory and practice, with interactive sessions and role plays, so that your team will feel confident in any customer situation.
THE KEY OBJECTIVES
1. Quickly identify customer profile and needs.
2. Knowing what listening posture to adopt: maintaining his calm and not taking the objection personally.
3. Be able to use questioning and rephrasing techniques in practice and bring the emotional client to a serene conversation.
4. Respond to objections and/or objections in an apt and calm manner and thus satisfy the client.
PROGRAMME
Introduction
A customer-centric behaviour determines your chances of success
- Key customer expectations.
- Choosing a positive approach.
- Deciding factors for your customers.
- Efficient telephone communication.
Willingness to listen
- Distraction factors
- How difficult is listening?
- Empathetic listening as the optimal form of communication
The 3 components of a customer-oriented call centre
- Adopting the right listening posture.
- Reflecting.
- Taking a positive view of the conversation.
Being solution-minded
- Kindness and service.
- Identifying the problem.
- Discovering needs and expectations.
- Active listening, supporting the customer’s interest.
- Reframing the content.
- Explaining what is happening.
- How to orient the conversation towards the predetermined goal.
Refuting objections
- Possible opposition on the phone
- Key words to overcome opposition on the phone
- The techniques to answer objections.
Addressing complaints and difficult customers
- Possible opposition on the phone.
- The techniques to answer objections.
- Keywords to overcome opposition on the phone.
- Different types of complaints.
- Analysing and solving the customer’s problem.
- The right response : acting customer-oriented.
The complete satisfaction of the customer
Individual action plan and decision
TRAINING METHOD
Discover
Before the training, we send participants an online survey to measure their current skills using up to 10 criteria. We also look at their individual expectations and the kind of difficulties they have in dealing with complaints. This approach allows for initial communication with the trainer and tailor-made work.
Deliver
- Practice-oriented 1-day in-company training.
- Practical exercises, cases are prepared by mutual agreement and come from the Call Centre context: participants are placed in various practical situations during the training.
- Interactive and participative pedagogy. 25% focus on theory, 75% practice-oriented.
- Mnemonic sheets with tips & tricks.
- Action plan and objectives to be achieved.
Decondition
VAH Consulting offers various opportunities to further apply the skills and techniques learned in the future. Feel free to contact us for more information.
View VAH Consulting’s full training offerings here.
More info
Contact us for more information. If you would like more information on the content, you can always request an appointment with no obligation.
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