The telephone as an advertisement for the company

The participants will answer telephone calls in a friendly and professional way. They will represent the company as customer-friendly and will show technical and social competence. By specific and precise asking the participants will directly know what the customer wants and can consequently transfer the call to the corresponding employee in charge. The customer feels understood with regard to inquiries and problems and gets instant help.

The customer's first impression of the company
Linguistically comprehensible answer text, friendliness and helpfulness, precise ascertaining of the matter of concern, bringing the customer to the precise subject by guiding the conversation, correct and rapid connection

Customer-orientated behaviour on the phone
The customer feels individually addressed to, customer-orientated communication, considering the objective and personal level, active listening, techniques to control a conversation/ application of question techniques, precising and transferring customer information, transfer to the employee in charge and giving a short summary, preparation of outgoing phone calls

Complaints and appeals on behalf of the customer
Signaling comprehension by speech and tone, handling of problematic telephone partners, handling different kinds of personality in an individual way, successful behaviour in case of complaints, handling objections, avoiding typical mistakes when receiving complaints, do not take attacks on behalf of the customer personally, subsequent work after a conversation, customer binding by successful processing of complaints, recognizing complaints as a chance for the company, probing a bit deeper in case of appeals and complaints