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Back in 1960, when the first call centers appeared there was no understanding how to talk to customers on the phone and what to say. Today, when customer experience has become the new marketing and technology has transformed the voice channel, there are thousands of techniques that are in use every day. But how to master your conversations with the customer? First of all, by finding its weak points.

We are going to talk about phone conversations with customers. Do you use scripts or a checklists? Do you have ‘automatic’ words that your agents use in complicated situations? Do you know how to lead the conversation in the way you need showing respect and value the customer? These are some of the questions we are going to answer. Together with you we’ll practice, review the dialogues you have and provide you with the recommendations.

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    • Lesson #1 Scripts vs Checklists

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