Customer Inbound Telephony

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Employees answering incoming customer calls are the company’s ‘business card’. 
Often, this awareness is lacking due to constant frustrations, such as customer 
complaints, and leads to dissatisfaction and negative stress, often associated with 
illness.
• They often lack the ‘bird’s eye view’, their own place in the entire context of the 
company – and the recognition of their own importance and responsibility.
• At the same time, there is often a lack of updating the insights in the conversation 
with the customer. Perception as a communication professional suffers.

Learning Objectives:
• Techniques of interviewing the customer including questioning techniques
• To classify your own position and responsibility in the company as a whole and 
to draw motivation from it
• To create a positive and objective distance between the person and tasks in order 
to avoid frustration, or in other words: If the customer says we are doing 
something bad, then we are not bad as a person

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