» Communication on the Phone
»A Friendly, Helpful and Trustworthy Contact with Clients on the Phone!«
The workshop will explain:
- how communication on the phone differs from face-to-face or communication in writing,- how to start the telephone call in order to establish rapport with the customer,
- following FIRST-CALL-RESOLUTION principles (active listening, asking polite questions, communicating clear information),
- suggestions for making telephone communication easier (the use of jargon, communication styles, rep words, generalizations, negations, dubious replies, use of key words, anchoring, empathy), - how to conclude the call and why the conclusions are so important,
- the influence of the voice,
- »body language on the phone«.
Available in Slovenian and English (as a communication skill and/or a specialized workshop of Business English).


