Telesales & Customer Service



What is the Telesales and Customer Service Course?

We are all aware of how digitalization and the rapidity of answers govern our daily choices. Almost all communication between companies and customers is done either online or by phone, so the way we interact especially by phone with potential and current customers is a key step in the sales process.

We, in turn, want to offer the best services for the clients in our portfolio, but also to maintain the services of our clients at high standards. That's why we designed this training program. A unique sales program for training people who interact directly with customers and business partners, so that they transmit the values ​​and vision of the company, creating memorable positive experiences.

The course takes place in the form of an interactive simulation in which you will go through all the communication and persuasion techniques. The stages of telesales and customer service training include exercises and role-plays that deliver practical tools to ensure performance.

Some of the key points of this training program are improving your conversion rate and learning how to process the feedback you receive as a result of your interactions with clients. Therefore ensuring you the results you want as a professional and as a team.

Who this customer experience training/course is for?

We designed the telesales and customer service program to help the sales teams.

Teams that interact by telephone with internal/external customers, customer service teams, sales teams that have implemented a telephone sales process or that manage call-center type projects. But we do not rule out the usefulness of this training to anyone who wants to improve their skills in communication and persuasion during a phone call.






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.

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Programe de dezvoltare organizațională și soluții inovatoare care te ajută să câștigi timp, bani și înțelepciune.
Strada Popa Nan, nr. 171, Bucuresti
0745 755 484
  1. Telesales & Customer Service