{"id":413,"date":"2020-10-07T16:11:30","date_gmt":"2020-10-07T14:11:30","guid":{"rendered":"https:\/\/assistnco77.fr\/?p=413"},"modified":"2020-10-08T10:06:29","modified_gmt":"2020-10-08T08:06:29","slug":"repondre-au-telephone-incontournables","status":"publish","type":"post","link":"https:\/\/assistnco77.fr\/?p=413","title":{"rendered":"R\u00e9pondre au t\u00e9l\u00e9phone : les incontournables !"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"413\" class=\"elementor elementor-413\" data-elementor-settings=\"[]\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-27c217e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"27c217e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c9e1e99\" data-id=\"c9e1e99\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9594d6f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9594d6f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-12902e9\" data-id=\"12902e9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-354d256 elementor-widget elementor-widget-image\" data-id=\"354d256\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"639\" height=\"454\" src=\"https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/fiche-de-message.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/fiche-de-message.png 639w, https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/fiche-de-message-600x426.png 600w, https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/fiche-de-message-300x213.png 300w\" sizes=\"(max-width: 639px) 100vw, 639px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2c57070 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2c57070\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c61dc86\" data-id=\"c61dc86\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c428105 elementor-widget elementor-widget-text-editor\" data-id=\"c428105\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Un appel t\u00e9l\u00e9phonique ne doit pas se r\u00e9sumer \u00e0 une conversation de 10 secondes. Prenez le temps qu&rsquo;il faut, ni trop peu (\u00ab\u00a0Il ne m&rsquo;\u00e9coute ou pas !\u00a0\u00bb), ni trop long (\u00ab\u00a0je vous paye un caf\u00e9?\u00a0\u00bb)<\/p><p><span style=\"text-decoration: underline;\">Ce que je vous conseille de faire tout le temps :<\/span><\/p><ol><li>R\u00e9pondre avant la 3<sup>\u00e8me<\/sup> sonnerie : Personne n\u2019aime attendre 15 ans que quelqu\u2019un d\u00e9croche !<\/li><li>Sourire et \u00eatre agr\u00e9able (ne jamais s&rsquo;\u00e9nerver !) : Le faci\u00e8s et l&rsquo;humeur s\u2019entendent et la mise en place de la conversation commence maintenant<\/li><li>Dire \u00ab\u00a0Bonjour !\u00a0\u00bb : La politesse est encore plus agr\u00e9able lorsqu&rsquo;elle est spontan\u00e9e<\/li><li>Au moment de r\u00e9pondre, identifier votre entreprise, votre nom et introduisez par la phrase \u00ab en quoi puis-je vous aider ? \u00bb ou en anglais \u00ab how can i help you ? \u00bb : Votre interlocuteur se sentira \u00e9cout\u00e9<\/li><li>Ne jamais couper la parole de votre interlocuteur : Il n&rsquo;appr\u00e9ciera surement pas<\/li><li>R\u00e9pondez avec un vocabulaire simple, pas de termes techniques sauf si vous avez au t\u00e9l\u00e9phone un expert. Bref, adapter sa m\u00e9thode de r\u00e9ponse \u00e0 son interlocuteur.<\/li><li>Parlez lentement et distinctement pour \u00e9viter que l\u2019on vous demande de r\u00e9p\u00e9ter. La r\u00e9p\u00e9tition est une perte de temps pour tout le monde et cela irrite tout le monde.<\/li><li>Rester positif dans tous vos propos : Vous \u00eates l\u2019image de votre soci\u00e9t\u00e9 et bien s\u00fbr, vous \u00eates dans une soci\u00e9t\u00e9 qui a toutes les solutions pour ses clients !<\/li><li>Prendre un message de fa\u00e7on non exhaustive et ne pas h\u00e9siter \u00e0 faire \u00e9peler pour \u00eatre s\u00fbr des \u00e9critures sur une \u00ab\u00a0<a href=\"https:\/\/assistnco77.fr\/?post_type=product\">fiche\u00a0 message<\/a>\u00ab\u00a0: Une bonne communication conforte vos comp\u00e9tences et la confiance que l&rsquo;on vous porte<ul><li>Vous trouverez mon mod\u00e8le dans l&rsquo;onglet \u00ab\u00a0<a href=\"https:\/\/assistnco77.fr\/?post_type=product\">Boutique<\/a>\u00a0\u00bb en cat\u00e9gorie \u00ab\u00a0<a href=\"https:\/\/assistnco77.fr\/?post_type=product\">espace secr\u00e9tariat<\/a>\u00ab\u00a0<\/li><\/ul><\/li><li>Demander si votre interlocuteur \u00e0 besoin d&rsquo;autre chose : 1 appel t\u00e9l\u00e9phonique ne veut pas dire 1 objet de conversation !<\/li><li>R\u00e9p\u00e9ter ce que vous devez faire pour que votre client soit s\u00fbr que vous ayez compris son message : L&rsquo;art de la communication est complexe, tout le monde n&rsquo;a pas le cerveau tourn\u00e9 dans le m\u00eame sens !<\/li><li>Rappeler dans la journ\u00e9e la personne qui vous a contacter : C&rsquo;est une question de savoir-vivre<\/li><li>Garder l\u2019anonymat de votre interlocuteur en ne branchant pas le haut-parleur quand vous l\u2019\u00e9coutez ou \u00e9coutez son message : C&rsquo;est juste une question de respect vis \u00e0 vis de votre interlocuteur<\/li><li>Ne pas oublier de souhaiter une agr\u00e9able journ\u00e9e pour cl\u00f4turer l&rsquo;appel : Qu\u2019il s\u2019agisse d\u2019un client ou d\u2019un collaborateur, votre civisme reste in\u00e9branlable.<\/li><\/ol><p><span style=\"text-decoration: underline;\">Tous les bienfaits de bien r\u00e9pondre au t\u00e9l\u00e9phone\u00a0:<\/span><\/p><ol><li>Fid\u00e9lise le client<\/li><li>Installe un esprit de confiance<\/li><li>Permet de d\u00e9velopper une ambiance saine et sereine<\/li><li>Convainc vos interlocuteurs de vos comp\u00e9tences<\/li><li>Apaise les r\u00e9clamations houleuses<\/li><li>\u2026<\/li><\/ol>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0ec691b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0ec691b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-8f3d5e7\" data-id=\"8f3d5e7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17a1a5c elementor-widget elementor-widget-image\" data-id=\"17a1a5c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"100\" height=\"100\" src=\"https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/case-validee-100x100.png\" class=\"attachment-woocommerce_gallery_thumbnail size-woocommerce_gallery_thumbnail\" alt=\"\" srcset=\"https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/case-validee-100x100.png 100w, https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/case-validee-300x300.png 300w, https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/case-validee-150x150.png 150w, https:\/\/assistnco77.fr\/wp-content\/uploads\/2020\/10\/case-validee.png 512w\" sizes=\"(max-width: 100px) 100vw, 100px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7c31fdf\" data-id=\"7c31fdf\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8a9f25c elementor-widget elementor-widget-text-editor\" data-id=\"8a9f25c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>A vous de jouer !<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Un appel t\u00e9l\u00e9phonique ne doit pas se r\u00e9sumer \u00e0 une conversation de 10 secondes. Prenez le temps qu&rsquo;il faut, ni trop peu (\u00ab\u00a0Il ne m&rsquo;\u00e9coute ou pas !\u00a0\u00bb), ni trop long (\u00ab\u00a0je vous paye un caf\u00e9?\u00a0\u00bb) Ce que je vous conseille de faire tout le temps : R\u00e9pondre avant la 3\u00e8me sonnerie : Personne n\u2019aime [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","_jetpack_memberships_contains_paid_content":false,"ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[4],"tags":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/posts\/413"}],"collection":[{"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=413"}],"version-history":[{"count":22,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/posts\/413\/revisions"}],"predecessor-version":[{"id":443,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=\/wp\/v2\/posts\/413\/revisions\/443"}],"wp:attachment":[{"href":"https:\/\/assistnco77.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=413"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=413"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/assistnco77.fr\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=413"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}