Customer Service
Seminar Objective
The aim of the seminar is to acquire the skills and knowledge necessary for providing excellent customer service. The training will focus on both the psychological and practical aspects of customer service, specifically on how to effectively apply acquired knowledge and skills in practical business situations.
Intended Audience
The seminar is intended for anyone looking to enhance their customer service skills, especially those who spend most of their working hours communicating with customers.
Implementation Method
Participants are divided into teams that compete in solving a series of problem situations during the program. Various methods are used throughout the program, including facilitated discussions, role-playing, video feedback, case studies, group work, critical event analysis, demonstrations, presentations, brainstorming, questionnaires, panels, sharing of experiences, and more. The emphasis is on practicing skills rather than dryly conveying theoretical information, as is common in traditional teaching.
After completing the seminar, participants will be able to
- Describe and explain the principles of successful customer service.
- Analyze, recognize, identify, and assess correct and incorrect actions (mistakes) that occur during the customer service process, as well as how to avoid common mistakes.
- Apply successful principles of customer service.
- Synthetically choose their own approach and method of working with customers based on various models.
Duration
The optimal duration of the seminar is 8 school hours, divided into four blocks of 90 minutes each.
Number of Participants
The optimal number of participants is 8 – 12.
After completing the seminar, participants will be able to
- Describe and explain the principles of successful customer service.
- Analyze, recognize, identify, and assess correct and incorrect actions (mistakes) that occur during the customer service process, as well as how to avoid common mistakes.
- Apply successful principles of customer service.
- Synthetically choose their own approach and method of working with customers based on various models.
Duration
The optimal duration of the seminar is 8 school hours, divided into four blocks of 90 minutes each.
Number of Participants
The optimal number of participants is 8 – 12.
Program Topics
- The Importance of the Customer in Modern Business
- CRM – Customer Relationship Management
- Noise in the Communication Channel: Deletion, Generalization, Distortion
- The Significance of First Impressions
- Voice as an Instrument
- Preparation for Telephone Communication
- Call Forwarding
- Receiving Calls
- Receiving Messages
- What Customers Expect
- How to Listen and Speak
- Positive Energy and Stress
- Mirroring
- Concise Expression
- Moments of Truth in Customer Relations
- Frontline Customer Service
- Behavior Is What the Customer (Buyer) Remembers
- Managing Customer Expectations
- How to Deliver Unwanted Information
- Dealing with Unpleasant Customers
- Handling Complaints and Grievances
- Communication with Different Types of Individuals