In a world where digitalization and speed govern our daily choices, the way we interact by phone with potential and current customers is a key step in the sales process.
Brightway specialists have developed a program for training people who interact directly with customers and business partners so that they convey the values and vision of the company, creating memorable positive experiences. The course is conducted as an interactive simulation in which you will complete communication and persuasion exercises, role-plays and receive practical tools to improve your conversion rate and feedback received as a result of phone interactions.
The program is aimed at people who interact by phone with internal/external customers, customer service teams, those who have implemented a sales process over the phone or who manage call-center projects, as well as anyone who wants to improve their communication and persuasion skills during phone conversations.
✓ Steps for an inbound/outbound call. Steps to increase the rate of conversion and resolution of tickets.
✓ Phone communication techniques. Analysis of the interlocutor's communication style and different methods of approach.
✓ Understanding clients. Identification of the emotional factors that influence the decisions of the interlocutors.
✓ Verbal or nonverbal language. Tools to create a natural and pleasant phone message.
✓ Managing negative emotions. Becoming aware of emotional stress triggers and methods for maintaining a positive energy.
✓ Process analysis. An "X-ray" of the phone interaction processes and concrete actions proposed for their efficiency.
✓ Customer perception. Improving the company's image in phone interactions.
✓ Conversion rates. Increasing productivity per team member by decreasing the number of interactions converted into results.
✓ Customer loyalty. Practical methods that have a positive influence on customer retention rate.
✓ Solving issues. Tools for managing "delicate" situations.