S-AS0002 - Managing difficult situations on the telephone

Anyone in charge of telephone calls.

Being able to manage difficult situations on the telephone.
Learn to recognise the different types of behaviour on the phone that can generate tension and deal with them effectively.
Be aware of the consequences of not listening carefully to customer expectations.

Developing assertiveness to defuse tension and communicate more effectively:
- Clarify the situation from the outset: listen actively, ask questions, rephrase to confirm understanding;
- Building confidence;
- Take a step back and remain professional;
- Adapt your behaviour and attitudes to create a win-win relationship: Adjust tone, voice, verbal rhythm and vocabulary;
- Look for points of agreement with the customer and validate them.
Manage the relationship effectively:
- Adapting to the type of person you are talking to;
- Dealing with the disgruntled and the aggressive;
- Managing overly talkative speakers;
- Dealing with the impatient;
- Dealing with the confused;
- Demonstrating empathy;
- Dealing with criticism and staying positive.
Completing a difficult phone call:
- Turning the call into an active approach: making commitments and taking concrete action;
- Confirm customer satisfaction by summarising action points at the end of the call;
- Closing positively.

Il n'y a pas de cours de prévu dans les prochains jours.