Effective phone conversations with customers

We are a training and consulting company offering services to international corporations, government and non-government organizations, and private clients. We approach each project individually, providing comprehensive support and tailored solutions. We have been operating since 2010. The name TRAINING TREE was created by the company's founder, Dr. Marcin Capiga. Training refers to the main activity - conducting training and group sessions. The tree symbolizes growth (development) based on strong foundations (mission and values). In the logo, one can see a soaring bird - a symbol of releasing the potential of individuals and companies. Our Training Team consists of specialized business practitioners who have previously held key positions in their organizations.

Effective phone conversations with clients have their own rules. Challenges such as stress in difficult conversations, drops in self-confidence, or complicated clients are just a small part of what consultants and customer service specialists encounter. How to protect against this while building a professional image of the company? During our training, we will focus on the most important competencies of a telephone consultant, such as effective communication, conducting conversations according to service standards, and transforming client needs into positive experiences. Participants will learn the structure of an effective phone conversation, active listening, and mastering the art of building relationships and trust from the very first seconds of contact. The training is dedicated to customer service departments, call centers, help desks, and all specialists conducting phone conversations with clients. The program includes practical tools for managing stress, techniques for presenting products in terms of benefits, and proven methods for transforming difficult situations into opportunities to strengthen client relationships.

• Customer service employees
• Telephone consultants
• Sales representatives
• Call center specialists

The goal of the training is to acquire the skills to conduct professional phone conversations according to standards and to increase self-confidence in client interactions.

• Increased professionalism in phone interactions
• Improved quality and effectiveness of phone conversations
• Acquisition of skills to conduct conversations according to standards
• Increased self-confidence in phone conversations
• Reduction of stress related to difficult conversations

• My relationship with clients - attitude and image
• Effective communication with the client
• Steps for effective phone contact
• Starting a conversation and building a relationship
• Effective needs assessment
• Presentation and techniques for presenting the product
• Elements of sales techniques
• Difficult situations with clients
• Techniques for managing emotions and reducing stress
• Training conversations with clients

The training can be conducted in a shortened format, e.g., 4 hours, or an extended format - 2 workshop days (2 x 8 hours)

• Needs assessment
• Pre-work and post-work
• Materials
• Online library
• Evaluation