Basic Call Handling and Communication
Workshop Objective:
At the end of this session, the participants will:
- Be able to demonstrate proper communication skills with the customers, as well as with their pairs,
- Know the difference between passive and active listening and understand what is the importance of active listening,
- Deal professionally with different types of customers,
- Identify different situations when they may use closed or open ended questions with the customers,
- Know how to employ effective body language on the phone, as well as on face to face situations,
- Learn the techniques to stay tuned-in during a conversation, for a successful communication
Workshop Scheme:
- The communication process
- Importance of feedback
- Barriers
- Video
- Types of communication
- Communication on the phone
- Importance of listening
- Types of customers
- Active vs. passive communication
- Interactive game: Importance of asking questions
- Open questions vs. closed questions
- Emotional trigger phrases
- Techniques to stay tuned-in with the customer for a successful communication
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