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Communicate with the customer (M2)
Purpose
The e-learning course "Communicating with the customer: the commercial phone call" provides the necessary suggestions to correctly address the phone call to the customer and the subsequent visit, helping to improve the perception of the corporate image by customers and increase the quality of the services offered.
Learning objectives
At the end of the course the student will be able to:
- Understanding why it is important to follow a goal as a guide for action
- Outline ways to build a positive customer relationship over the phone
- Understanding the differences between the various types of markets
- Describe how to successfully manage communication over the phone with difficult customers
- Describe the typical stages of a business phone call
Target students
Staff in charge of managing the commercial relationship with customers.
Duration
2 hours 46 minutes (parameter 40 slides/hour)
Content
Module 1
- Communicate on the phone (Multimedia Lesson)
- Intermediate test
- L’importanza dell’obiettivo (Multimedia Lesson)
- Intermediate test
- Le tipologie di mercato (Multimedia Lesson)
- Intermediate test
- Le fasi della telefonata commerciale (Multimedia Lesson)
- Intermediate test
- One morning on the phone (Job Game)
- End of course test
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