CUSTOMER SERVICE PROGRAMS
Balanced relations with customers and professional customer service creates conditions for closer cooperation with customers, improves communication between supplier and customer (B2B), creates assumptions or effective monitoring of sales and provided services, creates effective feedback from customers, reduces the number of complaints and ultimately simplifies your daily work and reduces your company's costs.
Modul A Customer Service
CUSTOMER RELATIONSHIP MANAGEMENT (2 days)
This module is focused on customer-oriented corporate culture. CRM, together with customer service, is aimed at simple and effective two-way information flow and communication with the customer and personalization of the customer-supplier relationship.
• thorough knowledge of own company and products
• presentation of the company before customers and before customer audits
• development management of key customers
• building strong relationships with key customers
• assessment of the attractiveness and potential of customers
• customer portfolio evaluation and contract evaluation
• rules of successful CRM
• planning and forecasting sales and CRM
• customer teams and their members from individual sections, their coordination
• case study - CRM application in the conditions of the participants company
Modul B Customer Service
CUSTOMER SERVICE SKILLS (2 days)
In a customer-oriented business, people skills are key to the success of the organization. How do you manage customers and how can it affect the goals and performance of your team and organization? Customer service is focused on providing added value, on the company's strengths and on building strategic partnerships.
• assertiveness, empathy, attention, patience
• ability to listen and want to learn new things
• the use of "positive language" and the importance of a positive attitude
• ability to "read" the customer and clear communication
• product knowledge
• the ability to have a calming effect
• handling unexpected situations and surprises
• the ability to estimate customer expectations
• the ability to conclude agreements
• managing problematic customers and clients
• recognizing the signals of an irritated customer and reacting appropriately
• the ability to quickly find solutions to customer problems
• determination of boundaries in communication with customers
• diplomacy, attention to detail, trust
Modul C Customer Service
STRATEGIES AND TACTICS FOR CONDUCTING CHALLENGING INTERVIEWS WITH CUSTOMERS (2 days)
You will try a number of proven techniques and get to know negotiation strategies. You will learn to detect the opponent's tactics, react to them correctly, negotiate under pressure, manage the emotions, manipulation and aggressiveness of the other party. You will practice negotiation and get feedback from an experienced lecturer.
• emotions and rationality in negotiation
• active listening and questioning methods
• negotiation of prices and conditions
• types of objections, handling of objections, most common objections
• intensive training in handling objections
• argumentation - construction of arguments and their timing
• argumentation of benefits for the customer
• specific procedures, techniques and tricks for coping with pressure
• tips for gaining a negotiating advantage
• purchasing signals and working with them
• acting in more complex situations
• managing the unfair treatment of the other party
Modul D Customer Service
RESOLUTION OF COMPLAINTS (2 days)
You will realize what is important in negotiations, the art of keeping calm in tense situations and how to lead negotiations to a mutual agreement. Workers who deal with complaints should master techniques for using complaint situations to gain customer favor and turn them into opportunities.
• is the customer our master in all circumstances and where are the boundaries?
• managing one's emotions
• why it is important not to resist criticism
• how to accept criticism impersonally
• the art of working efficiently with accumulated energy
• why people complain
• most frequent complaints and objections
• anticipating claims and complaints
• managing stressful communication with an unsatisfied client
• recommended communication procedures - equipment scenarios
• claims and complaints
• handling an angry customer
Modul E Customer Service
TELEPHONE COMMUNICATION WITH THE CUSTOMER (2 days)
This module allows you to identify small changes that result in a big difference in your customer service. The result will be confidence in your abilities as well as responsibility and proactivity in customer service.
• principles of telephoning
• creating a professional impression
• the structure of the telephone conversation
• providing information
• feedback - questions
• work with voice
• be able to speak the customer's language
• showing interest in the client
• positive expression and verbal communication