Course Code: skobki
Duration: 7 hours
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
Sites Published:

Polska - Skuteczna Obsługa Klienta