Often employees in the internal sales business have significantly higher contact with customers than their counterparts working in the field. Therefore the service concept, telephone culture, the idea of “pulling on one rope” as well as establishing identification with selling and consulting are critical challenges for the company.
The telephone training emphasizes the important role of customer service as the company's business card, referring to the proper attitude towards selling and phone calling and increases the capabilities and skills of both verbal and non-verbal communication in inbound/outbound phone calls. The participants practice the preparation of phone calls to direct the conversation in a customer-oriented way by using the right questions, practice the ability to listen actively and argue persuasively in order to acquire new customers.
The handling of difficult situations (complaints, verbal attacks, etc.) is trained through role-plays to ensure that your employees will represent your company in an appropriate way.