Seminar goal

Quality of service in the direct contact with the customer is becoming a most important way of assuring customers’ satisfaction and keeping the customers.

Seminar goal is the development and improving customer service skills, knowledge and competences that are vital for successful customer service. Through this seminar, participants will learn key competencies that modern employee must have – and techiques for mastering them, practical steps for developing their own skills. The training leader will pay special attention to the psychological and practical aspects of customer service applied to concrete business situations.

Who is the seminar for?

The seminar is designed for coustomer service workers of all levels and all others who want to develop their customer service skills.

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After attending the seminar, participants will be trained

  • To describe and explain successful models and principles of customer service
  • To analyze, identify, detect and assess the correct and incorrect actions (errors) that occur in the customer service process and how to avoid typical mistakes
  • To apply successful models and principles of customer service
  • To build syntheticly their own approach to customer service

Method

The training is organized in the form of workshops that are primarily oriented to experiential learning of the necessary skills. Our workshops are characterised by dynamic, interactive work with plenty of exercises that enable our participants to experience and practice directly the use of necessary skills. Besides that, during training, participants are constantly provided by feedback from the trainer. Participants are divided into teams of three or four that compete to each other. They are also constantly encouraged to exchange their experiences with their colleagues.
We use combined methods of learning:

  • Presentations of key theory concepts
  • Role-play
  • Video feedback
  • Teams competition
  • Study cases
  • Critical situations analysis
  • Discussions
  • Panels
  • Demonstrations
  • Brainstorming etc.

 

Duration

The optimal duration of the seminar is 8 hours.

From the content of the seminar

  • The importance of the customers in modern business
  • CRM – customer relationship management
  • The noise in the communication channel: deletion, generalization, distortion
  • The meaning of first impression
  • The voice as an instrument
  • Preparation of telephone communication
  • Call forwarding
  • Receiving calls
  • Receiving messages
  • How to listen and talk
  • Positive energy and stress
  • Mirroring
  • Concisely expression
  • Moments of truth in relation to customers
  • On the front line to customers
  • Behavior is what the customer (buyer) remembers
  • Manage the client’s expectations
  • How to give unwanted information
  • Communication with unpleasant customers
  • Complaints
  • Communication with different types of people

 


 

Number of participants

The optimal number of participants: 8 – 12.