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Course Outline
THE ROLE OF CUSTOMER SERVICE QUALITY
- The role of customer service
- Customer service rules
- Analysis of problems during contacts with the client
- Benefits for me and the company from effective customer service
COMMUNICATION IN CUSTOMER SERVICE
- The way of conducting a conversation
- Eloquence and lexical richness
- The language of benefits
- Language traps
- Specialized expressions
PSYCHOLOGY OF CONVERSATIONS WITH DEMANDING PARTNERS
- The origins of difficult interlocutors
- The client's hidden goals
o Level of disclosure
o Subliminal level
o Expectations
o The level of quality expected by the customer
CONDUCTING CONVERSATIONS IN UNUSUAL CONDITIONS
- Working with a difficult client
- Aggressive attitude of the interlocutor
- Recognizing doubts
- Dealing with the interlocutor's attacks
- Nervousness and emotions of the interlocutor
- Criticism from the interlocutor
- Overcoming your own routine and reluctance
STRUCTURE OF A CONVERSATION WITH A DIFFICULT INTERVIEWER
- Welcome – the role of PPW
- Investigate the phone's theme
- Determining the client's objections
- Collecting the necessary information
- Examining the interlocutor's expectations
- Proposed solution – Subliminal message
- Examining the customer's satisfaction with the help received
- Summary of findings
- Closing the conversation – the role of the KPW
EMOTIONS WHEN HANDLING COMPLAINTS AND DIFFICULT CUSTOMER
- Control of negative emotions
- Extinguishing the client's emotions
- Mitigating conflicts through emotional distance
- Methods of influencing the interlocutor's well-being
STUDY OF THE EXPECTATIONS OF A DIFFICULT CUSTOMER
- Identifying and analyzing the interlocutor's needs
- Questioning techniques
- Use of received information - summary and paraphrase
- Control of the conversation with the client
- Listening skills and confirmation of listening
- Determining the necessary information - prioritization
- Elementy effective communication
NEGOTIATIONS AND INFORMATION
- Summary and presentation of solutions
- Jointly determining the scope of the solution
- Conversation in the Customer area
- Presenting your solution - suggestions
ASSERTIVENESS
- Types of emotional attitudes
o Submissive attitude
o Aggressive attitude
o ASSERTIVE attitude
- Assertiveness - how it differs from aggression and submission
- Assertive behavior
- Assertiveness – how to do it in practice
- The role of assertive behavior in contacts with the client
REPRESENTING THE COMPANY IN CONTACT WITH CUSTOMER
- Ability to properly present the company in relations with clients
- Basic non-verbal and verbal skills
- Individual skills and company policy
7 Hours
Testimonials (4)
The host's openness, sense of humor, approach and knowledge
Justyna - e-file
Course - Mindfulness Workshop
Machine Translated
It was a useful experience from both a professional and personal point of view. The trainer was very knowledgeable and gave us important information to use in the workplace, but also in private life. I was able to reflect on my own character traits and those of the people around me and through them, benefit or improve myself. The stress management exercises were simple and helpful to apply.
Sara Sertori - ASSTRA Forwarding AG
Course - Stress Management and Prevention
Would like to thank Trainer Abhi for this fruitful training. Appreciate him trying to get to know all the attendees so he can better cater the training to our needs. Love how there was a balance of theory and activities that keep us engaged. And how contents were straight to the point and concise.
Rainey Clarecia - Talentvis
Course - Communicating and Influencing - For Managers and Team Leaders
Due to the activities from each content, I understood their main ideas/ concepts very well within a short time. I would like to say that the activity reflects on not only our current situation but also how to advance the skill & knowledge effectively and efficiently.
