PROFESSIONAL TELEPHONE CONVERSATIONS

Examples of several program points::                                                                                                      

(all exercises are adapted towards the clients’ needs and wishes)

• Handling of incoming and outgoing calls/internal telephone communication in a chartibly professional manner
• Booking personal meetings over the phone
• Deliver presentations and create agreement over the phone
• Importance of the correct telephone policy in your professional environment
• Professional respones-phrasing
• Dealing with ‘difficult and negative’ calls without falling into a defensive position
• Mental charging before and after telephone activity
• Listen with the aim to first ‘understand’ and later ‘to be understood’
• Importance of the right attitude, values and behaviour
• Articulation, speed of speach, intensity and choice of words
• Handling of complaints, objections without resulting in an unnecessary argument