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Customer Service Training

Acting as a partner

In many fields, individuals working in customer service play a crucial role in how customers perceive the company. Customer service is not only about delivering quality service to customers, but also about understanding the dynamics of a customer relationship. You will be able to create long-term relationships with your customers by understanding, satisfying their needs and reducing their negative reactions.

Private group

In person

Objectives

  1. Develop mutually satisfying relationships with their clients.
  2. Address customer needs with empathy and efficiency
  3. Communicate their needs effectively
  4. Promote their services to their clients
  5. Turn customer problems into opportunities for satisfaction
  6. Find mutually satisfactory solutions to customer problems

Content

1. UNDERSTAND THE KEYS TO CUSTOMER SATISFACTION

  • Identify the drivers of customer satisfaction
  • Choose the appropriate communication process for the situation
  • Distinguish between customer and agent problems

2. LISTEN TO CUSTOMERS AND UNDERSTAND THEIR NEEDS

  • Understand the client's point of view
  • Avoiding responses that block communication
  • Recognize the needs of clients
  • Discover the importance and power of active listening

3. ASSERTING YOURSELF TO CUSTOMERS

  • Assert yourself in a constructive manner
  • Communicate your needs to prevent conflicts
  • Say "no" to unacceptable requests without damaging the relationship with clients
  • Defuse the client's emotional reaction to obtain their cooperation
  • Master different options and means of action
  • Articulate the benefits of building customer loyalty

4. RESOLVE CUSTOMER PROBLEMS WITH WIN-WIN SOLUTIONS

  • Show customers that we have their best interests at heart
  • Use your leeway to satisfy your customers
  • Apply the steps of the win-win method
  • Find a mutually satisfactory solution

5. IMPROVE PERFORMANCE

  • Establish and reach your goals: action and personal development plan

Who should attend?

Anyone who has a relationship with clients.

To maximize training periods, the number of participants is limited to 12 per group.

Information request