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Cursusaanbod
Introduction to Customer Communication
- Importance of effective communication
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Emotional intelligence applied to customer relations
- Principles of emotional intelligence applied to difficult clients
- Active listening and empathy
- Strategic phrases to change a difficult client’s attitude
- Characteristics of today’s customers
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Factors that create a difficult client:
- Their nature or personality
- Their desire to gain extra benefits from their situation
- Lack of understanding of sales conditions
- Poor customer service received
- Failure to meet product or service quality standards
- Personal or financial damages due to inefficient service
Types of Conflicts in Commercial Relationships
- Conflicts due to misunderstandings
- Conflicts due to deduction errors
- Conflicts due to unmet expectations
Handling Complaints and Claims
- Identifying the problem
- Assigning responsibility for conflict management
- Techniques for handling objections (e.g., the “fog bank” technique)
- Case study: handling a complaint about an unsatisfactory service
Strategies for Conflict Resolution
- Steps for effective resolution
- Active listening and proposing solutions
- Specific techniques for dealing with difficult clients (e.g., the “mirror” technique)
- Turning an objection into a sales opportunity
- Other useful strategies
Self-Care and Emotional Management
- Importance of self-care when dealing with complex clients
- Techniques for managing stress and frustration
Customer Satisfaction Surveys and Service Evaluation
- Purpose and importance of customer satisfaction surveys
- Designing effective survey questions
- Collecting and analyzing feedback data
- Using insights to improve service quality and client retention
Additional Practical Cases with Participants
- Role-playing: managing challenging customer interactions
- Group analysis of real-world customer complaints
- Developing a follow-up and service evaluation plan
Summary and Next Steps
Vereisten
- An understanding of customer service principles
- Experience working in client-facing roles
- Interest in developing communication and conflict resolution skills
Audience
- Customer service representatives
- Sales and account management staff
- Supervisors and team leaders handling client relations
14 Uren
Leveringsopties
PRIVÉGROEPSTRAINING
Onze identiteit draait om het leveren van precies wat onze klanten nodig hebben.
- Pre-cursusgesprek met uw trainer
- Aanpassing van de leerervaring om uw doelen te bereiken -
- Op maat gemaakte overzichten
- Praktische, praktische oefeningen met gegevens / scenario's die herkenbaar zijn voor de cursisten
- Training gepland op een datum naar keuze
- Gegeven online, op locatie/klaslokaal of hybride door experts die ervaring uit de echte wereld delen
Private Group Prices RRP from €4560 online delivery, based on a group of 2 delegates, €1440 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
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OPENBARE TRAINING
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Reviews (4)
Omdat het een 1:1 was, de personalisatie van de inhoud.
Patricia - Embraer
Cursus - Influencing and Avoiding Conflict
Automatisch vertaald
Open sfeer zonder oordeel
Agnieszka - AXA XL
Cursus - Business Communication Skills
Automatisch vertaald
Goede balans tussen theorieën en praktijken
Akos Hegyi - BioLife Plazma Hungary Kft. / Sanaplasma Kft.
Cursus - Conflict Resolution, Assertiveness and Self Confidence
Automatisch vertaald
We could practice on real situation and Helen gave to me a lot of practical tips.
Elisa Venturini
Cursus - Assertiveness
Automatisch vertaald
