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Telephone Skills: Inbound

In Person

In an Inbound call setting, chances are pretty good that the person isn’t calling to wish you a happy birthday. Most often, people are calling with concerns relating to your products, processes or services. The manner in which you address those concerns influences their willingness to continue choosing you as their supplier. You can go from Zero to Hero if you use an enthusiastic phone style and apply a process to resolve issues.

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學習內容

At the completion of this workshop, it will empower you to make the most of inbound sales and customer service opportunities, develop confidence when interacting with customers on inbound calls, use the Information Gathering Model to evaluate how to best meet their caller’s needs, make every customer interaction an opportunity to deepen the client relationship.

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學習原因

Rule of thumb: Every customer phone call is important. Whether they are calling to place an order, ask a question, or register a complaint, they are giving you an opportunity to engage. Don’t blow it.

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學習效果

You will receive pointers for improving your human relation skills over the phone, always remembering that a smile is audible!

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