Telephone Skills: Inbound
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.
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.
This course examines ways to capitalise on inbound call opportunities. You will practice a proven questioning model designed to help you evaluate the reason for a customer's call and determine the most effective ways to address their concerns. You will receive pointers for improving your human relation skills over the phone, always remembering that a smile is audible!