Upon completion of the seminar, the participants will be able to:

• Use effectively dynamic techniques  of telephone communication and quality customer service,
• Maintain the interest of the customer during communication, with proper intonation and positive vocabulary,
• Practice the use of expressions that drive the client to further communication and cooperation,
• Successfully reveal the intentions and needs of the client,
• Elicit the cause that makes the customer not wish to continue cooperation,
• Use effectively question techniques coupled with active listening in order to acquire the necessary information that will lead to the re-sale
• Rapidly process information supplied by the client and combine it with what they can offer to satisfy him
• Direct the client through all the stages of the process needed to continue the cooperation,
• Discover special offers and benefits offered by the competition,
• Gain fluency, diplomacy and stay as calm as possible,
• Manage crises, complaints and bad behavior by the customer.

Means that will be used:

• Training material for all participants
• Laptop, DVD player, Speaker Phones
• Projector
• Flipcharts
• Writing Materials

DAY 1

08:30-10:30
INTRODUCTION - OBJECTIVES OF THE SEMINAR

• Exercise: Let get to know each other!
• Who we are-Who we represent-To whom.
• Who are the customers which we will address?
• What are their characteristics?
• How valuable are they?
• What are their needs?
• What exactly do we want to achieve?
• Successful Professional Model  
• Group exercise: Characteristics– Procedures– Policies that facilitate / impede customer retention

10:30-10:45 Break

10:45-12:45
CUSTOMER RETENTION

• What is Customer Retention?
• The importance of customer retention
• Retention vs. Loyalty
• Which elements cultivate Customer Loyalty?
• Group exercise: Why– How– Where are customers 'lost'?
• Recording cases and conclusions
• Role – Playing based on real communication
• Discussion: communication pitfalls and areas for improvement
• Exercise: Retention arguments!
• Key phrases

12:45-13:45 Lunch break

13:45-15:45
CREATIVE GAME

• Dynamic Telephone communication and Sales
• Philosophy and mindset for effective Outbound Calls
• Proper Pitch and Expression
• Use of Greek – Positive Vocabulary
• Concentration - Focus - Persuasion
• Tools and Programs
• Preparation for Outbound calls
• How do we make our customers feel welcome to participate in the conversation?
• Excellent professional first impression!
• Role – Playing: Generate customer's interest in conversation
• Appropriate expressions and pitch
• Conclusions

15:45-16:00 Break

16:00-17:30
UNCOVERING THE REAL NEEDS OF CUSTOMERS

• Are we listening correctly?
• Effective Listening
• Increase sensitivity to what truly is the need of the client (practical exercises)
• Techniques for asking questions
• How to detect the intentions of the client
• How to elicit the reasons for stopping the cooperation?
• Exercises
• Role – Playing: Uncovering the needs and intentions of the client
• The right questions to uncover needs
• Group conclusions
• Homework assignment
• Day 1 recapitulation game

DAY 2

08:30-10:30
CUSTOMER RETENTION TECHNIQUES 

• Increasing understanding when communicating
• Exercises: When to start-When to finish-How  
• Emphasis on using a dynamic vocabulary
• Avoiding verbal conflict
• Video case study
• Rapid processing of corporate data, profile and needs of the customer to offer an alluring settlement
• Role – Playing: Eliciting strategic information Ι
• Ability to perceive information that can lead to client retention
• Offering a solution
• Conclusions

10:30-10:45 Break

10:45-12:45
CREATIVE ACTIVITY

• Customer Retention Techniques … continued
• Role – Playing: Eliciting strategic information ΙΙ
• Revelation of information about offers and benefits of competition
• Avoiding collecting incorrect information
• Conclusions
• Dealing with complaints
• How important is the discharge of the client?
• Complaints Management
• What complaints to expect?
• How should we act when we hear a new complaint?
• [Case analysis and recording]
• Role – Playing: Dealing with Complaints
• Key phrases and conclusions

12:45-13:45 Lunch break

13:45-15:45

• Customer Retention Techniques … continued
• What is our attitude towards objections?
• What objections do we expect from our customer? [Analysis and recording of cases]
• Methods of service and resolving objections
• Negotiation with the customer
• Role –  Play: Engage your customers to call again
• Key expressions and conclusions

15:45-16:00 Break

16:00-17:30

• Customer Retention: The Big Picture!
• Let's put them all together!
• Role Playing: Retain your customers
• Role Playing: Create enthusiasm
• Role Playing: Build the conditions for more loyal customers
• Group conclusions
• End of seminar - Seminar certificates