OBJECTIVES
Be able to handle difficult situations on the phone
PUBLIC
Anyone having in his professional activity situations of reception
difficult to manage
PROGRAM
Develop assertiveness to defuse tension and communicate better
Build trust
Know how to take a step back
Stay professional
Effectively manage the relationship with your contact
Manage the discontent, the aggressive
Channel the chatter
Manage the impatient
Converse with a confused
To be able to show empathy
EDUCATIONAL TOOLS
Presentations
Role play
Exercises
Good to know
DURATION
0.5 days
Organizer
Reval
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