Mastering Posture and Customer Relations via Telephone

This training aims to empower participants to understand and effectively apply the principles of telephone reception. Participants will be able to contribute to projecting a positive image of the institution and respond appropriately to the needs of callers, regardless of their profile.

• Understand the different stages of a telephone call and manage them professionally, from call initiation to closure
• Develop skills to welcome callers warmly, identify their needs, and provide relevant responses
• Grasp the specific challenges of telephone reception within the Ministry of Justice
• Be able to adapt to various types of callers, such as VIPs, aggressive individuals, distressed persons, or private contractors
• Develop communication strategies tailored to the specific needs and expectations of each caller category
• Acquire techniques to handle interactions with aggressive, distressed, or difficult callers