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odrazkaPROFESSIONAL CUSTOMER SERVICE

(Communication with Difficult Customers)

 

Termín: 2 dni podľa dohody

 

Lektor: s dlhoročnou praxou

 

Miesto konania: podľa dohody

 


Časový harmonogram: 8:30 - 9:00 prezentácia  

i

i9:00 - 16:00 kurz    


The Goal of the Training:

It is the aim of this training to enable the participants to:

  • Implement the standards of professional customer service.
  • Communicate better even with difficult clients in English.
  • Analyze customers’ reactions and select the most appropriate from the variety  of responses to these inputs.
 


Target Group:
All those, who communicate with customers, clients in English, mainly sales managers, sales representatives and  call centers operators..

 


Content:  


  • Customer service standards
  • Verbal and non-verbal communication with customers
  • English speaking customers
  • Types of customers and the right responses
  • Assertive, aggressive and passive behavior
  • Dealing with manipulation
  • Adding value to clients
  • Customers’ loyalty
  • Telephone etiquette
  • Dealing with difficult customers
  • Reducing complaints
  • How to response to NO
 


Methods and techniques: discussion, simulations, interactive exercise, role plays, case studies and video recordings.
 


Miesto konania môže byť aj u Vás:
Miesto konania: Košice – Bratislava (po dohode s účastníkmi), priamo v objednávajúcej firme pre počet účastníkov väčší ako 8.

 


   


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