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The Programme p2

DAY ONE – 0900

  • Welcome & Introduction
  • Your Customer’s Portrait
  • Customer profiles
  • Understanding customer needs and expectations
  • A Picture of You
  • The circle of communication
  • The secret of rapport
  • Influencing through language
  • How I sound?
  • Communication using the telephone
  • Telephone etiquette

12.45 – 13.30 Lunch

  • A Picture of You
  • The power of language
  • Programming a response
  • Call Management
  • The conversation framework
  • Welcoming the customer


    Day Ends – 17.00
     

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