Today, more than ever, the focus is on the customer. Therefore, it is important that everyone who is in telephonic contact with the (internal) customer can give them a positive experience. 1 of the elements to do this properly is by responding to what the customer values and strengthening the emotional bond with the customer by adapting his/her communication.

A professional attitude on the phone.

Customer-oriented communication

• The ideal structure of telephone conversations
• Basic Phone skills

Making a difference in your communication with customers by:

• Verbally mirroring
• Distinguishing literal speakers from figurative speakers
• Adapting your communication to the customer's profile (based on Jung's personality styles)