Anbieterbeschreibung…

Do you make and receive telephone calls in English on a regular basis? Then now is the time to improve your English language skills. This course teaches you the most effective telephoning techniques. You will learn to find the right words at the right time. Active listening and questioning techniques will enable you to understand all phrases of your conversation partner correctly. Voice recording will help you to further improve your pronunciation, and exercises speaking over the telephone will prepare you for the typical audio quality of phone conversations. By the end of this training you will be able to truly understand and address your conversation partner’s interests and needs. Thus you will build up long lasting, loyal relationships with your customers.

Seminar-Inhalte

A. Contents|( Basics of psychology of communications - telephoning skills in English - business phone etiquette - customer service - telephone selling ) B. Techniques|( Types of conversations on the telephone - stages of telephone calls from start to finish - preparing for important phone calls - making and answering a call - professional salutation - express desires and needs - make a complaint over the telephone - dealing with difficult communication partners on the telephone - solving conflicts - securing understanding - dealing with voice mail ) C. Putting techniques into action|( Answer the phone - create a positive first impression - understand native speakers - ask for information - clarify and summarize information - address and deal with the customers questions - achieve the right tone when talking to customers - talk at the customers level - note important information - make listening noises - provide technical information to customers - deal with difficult calls - solve problems and conflicts - persuade communication partners - consider intercultural aspects - get to agreements on the telephone - end a call - leave massages on answering machines - use your voice effectively - build long term relationships with customers and potential customers )

Zielgruppen

Mitarbeiter, Manager, Geschäftsführer

Teilnehmer: Max. 6