Description

Customer relations by telephone sometimes become a real ordeal. Aggression, irony, tension, sarcasm, all customer behaviors are becoming more and more frequent. How to stay calm in all circumstances? How to reestablish a constructive and respectful relationship? How to rebuild a relationship of trust? This customer relations training by telephone helps you develop the attitudes and reflexes to deal with and overcome customer aggression.

Who is this training for ?

For whom ?

ADV sales assistant, telephone advisor, hotliner, anyone who has to deal with aggressive people on the phone.

Prerequisites

The fundamentals of telephone communication are acquired.

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Training objectives

• Understand the mechanisms of aggression.
• Manage your own fears.
• Acquire methods and reflexes to deal with any type of difficult call.

Training program

• List customer issues and their expectations
  • Share the issues of dispute in the relationship.
  • Understand the drivers of customer motivation.
  • Identify the customer issues at the origin of the conflict.
  • Practical work: In a subgroup, analyze customer issues in different situations brought by the participants with the SONCAS method.
• Apply the principles of efficiency in customer relations
  • Classify the different behaviors of dissatisfied customers.
  • Integrate the difference in advisor/customer reference frame.
  • Differentiate between request and need.
  • Differentiate between the customer, the situation, La Poste and yourself.
  • Divide the interview into 4 stages: Situation, Difficulties, Solutions, Contractualization.
  • Practical work: Analysis of difficult calls on cases brought by participants.
• Get out of the stress linked to the situation
  • Determine your antidotes to stress in difficult situations.
  • Recognize yourself in one of the "typical" customer advisor profiles.
  • Discover your stress triggers in customer relations.
  • Identify your reactions under stress.
  • Regain personal security through a personalized resource location
  • Practical work: Role plays advisor/client to practice managing stress.
• Develop customer-oriented behaviors
  • Manage the client's aggressiveness using assertiveness tools: the sphinx, the cushion, understanding attitudes….
  • Practical work: Role plays with situations provided by the participants.
  • Regain control of the call.
  • Know how to say no if necessary.
  • Refocus on the customer and the response to be given.
• Use advanced tools to handle the toughest situations
  • Use different forms of reformulation.
  • Practice techniques for reframing content and meaning.
  • Practical work: Learn an effective and rapid method of mutual aid between colleagues.
  • Handle an offensive or insulting call calmly and firmly.
  • Develop mutual aid between advisors.
  • Practical work: Practice various methods of positive visualization allowing you to maintain a positive presence on a daily basis.
• Implement your action plan
  • Capitalize on your strengths.
  • Revisit the tools learned in training.
  • Create your action plan to immediately apply this training.