Customer Care: Support Customers Successfully On The Phone
According to psychologist Paul Watzlawick's communication model, gestures, facial expressions, and body posture are key factors in determining how we interact with each other and whether we regard our conversation partner as friendly. In telephone customer service, these core components of successful communication cannot be provided. However, there are helpful guidelines to establish a personal and solution-oriented conversation culture on the phone. In order to optimize your communication in the long term, you can learn about what is important in telephone conversations with customers and how to react in case of misunderstandings.
