Effective phone communication

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Эффективная коммуникация с клиентом

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Effective phone communication

  1. 1. raEffective Phone Communication e Ivwith Customers da e zh ad N © 2011, Nadezhda Ivera
  2. 2. Main steps of successfulphone communication e ra Iv Pre-call planning da "Moral" preparation before the call eQ&A zh Searching for effective solutions ad Keep it professional N © 2011, Nadezhda Ivera
  3. 3. Foundation e ra Focus on Iv Clients expectations Clients goals da e zh Save time and obviate miscommunication later ad Help to make the process smoother and quicker Avoid costly mistakes N © 2011, Nadezhda Ivera
  4. 4. "Moral" preparation before the call e ra Calm down  do not be aggressive / nervous  Iv be friendly  smile Think over unclear points to be discussed da with the customer zh Make a structure of questions you are going to ask e Consider how to persuade the client ad Sit up straight or how you feel comfortable N © 2011, Nadezhda Ivera
  5. 5. Questions and answers e ra Iv Have a method or a system Not to be afraid to ask the customer questions da that will help zh Get the information despite the rush e Be proactive ad Avoid assumptions N © 2011, Nadezhda Ivera
  6. 6. Looking for the best solutions ra e Show patience and Give advice and Iv willingness to explain why you are explain things in a giving that advice way that customer da can understand Explain to the zh Most clients customer will respect e all the factors your opinions and that are involved appreciate that you ad and why you are looking out for feel a certain way their best interests N © 2011, Nadezhda Ivera
  7. 7. Keep it professional e ra Always stay professional Ivwhile communicating with the customer da Avoid things that could cause customers to see you as non-professionals zh Remember that what you say and ewrite can impact the relationships with the customer ad N © 2011, Nadezhda Ivera
  8. 8. raThank you for your attention! e Iv da e zh ad N © 2011, Nadezhda Ivera

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