Acte Sept

Acte Sept-style telephone customer relations : the VOICE of success

The challenge of this new 2-day 100% distance learning course is to practice being professional AND pleasant in all circumstances when you have a customer on the phone ! Bayer, delighted with the feedback from the first sessions, is planning a European roll-out.

“If our customers call upset, they should hang up fully satisfied with Customer Service.” This is the ambition of the Bayer France team leader. That of our training service sponsor Bayer Europe is from an internal point of view: to give confidence and self-assurance to employees who feel helpless when faced with “difficult to handle” calls.

With this roadmap in mind, Acte Sept designed a 2-day training course focusing on the telephone voice - getting to know one's vocal potential, managing breathing, diction and speech rate - as well as techniques for handling sensitive calls (angry, disappointed, quiet, talkative customers...).

Unfortunately, the March training session was cancelled, for reasons we all know. No problem! Acte Sept adapted its content, and the course finally took place a few weeks ago via distance learning. The “hands-on” approach has been preserved - with numerous role-playing games and video simulations - and the adventure doesn't stop there: 2 new sessions are scheduled for other French customer service departments in September and October, and a European roll-out is planned with our multilingual coaches in Italian, English, Spanish and German. We may even be “exporting” the training to China - in that sense, it's rather unusual ;-)