Course Code: skobki
Duration: 7 hours
Prerequisites:

Overview:

Skuteczna Obsługa Klienta is a training whose task is to equip participants with the principles and skills of using appropriate phrases and vocabulary, focused on the type of individual clients. The training is conducted in a workshop format, which allows participants to apply the training content to specific professional situations.

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
  • Solution proposal – 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

Overview in Category:

Effective customer service is a key element for every company. Active listening and empathy allow you to understand customer needs and better respond to their expectations. Conduct regular customer research or surveys to understand their opinions and needs. Communicate clearly and avoid using overly complicated technical language. Respond to customer inquiries quickly and effectively. Be flexible and try to find solutions that meet the customer's needs. Treat complaints as opportunities for improvement and handle them with care and understanding. Try to personalize the customer's experience by showing interest in their individual needs. Maintain constant contact with your customers by offering them special offers, discounts or loyalty programs. Train employees in customer service, communication and problem solving. Use technology to facilitate customer contact, for example through online chat, support systems or self-service platforms. Regularly assess customer satisfaction, collect opinions and use feedback to improve service. Create a company culture that promotes customer service as a priority. Effective customer service is not a one-time action, but a process that requires commitment, continuous improvement and readiness to respond to changing customer needs. It is also an opportunity to build customer loyalty and increase the positive image of the company.