Training programs
Customer service
A one day interactive workshop
The sales team is not the entire company, but the entire company should act as a sales team. These legendary words of Heinz Goldmann are still very true today.
Customer service, technical support, administration, they all play a crucial role in the customer satisfaction process that leads to higher rebuying rates. In this program we work in a very interactive way on those skills that contribute to the value experience of the customer.
Modules
1
Effective customer communication
- How to communicate with customers and stakeholders
- Evaluate our current approach
- Awareness concerning the present skill level
- Looking for areas of improvement
- Constructive feedback Two key notions for more effective communication
- A customer specific case
- Exercises
2
Telephone techniques
- The specifics of oral communication: no visuals, only voice and noise
- What happens when we talk to people on the phone
- Come to a better control of the medium
- Guidelines: golden rules
- Exercises
3
E-mail communication
- The power and the danger of e-mail
- E-mail has become an important medium
- How to use it to support our communication
- Guidelines: golden rules
- Examples and exercises
4
Complaint handling
- The psychology of complaints: dealing with the emotions
- Insight in the mechanism of customer dissatisfaction
- Acknowledging the complaint
- Dealing with it in a structured and constructive way
- Scheme of complaint handling
- Corrective and preventive measures
- Cases and exercises
5
Conflict resolution
- Reduce the stress level in difficult communication situations, with customers and internal suppliers
- Produce insight in stress levels and conflict situations
- Use persuasive techniques
- Prevent conflicts from arising
- Guidelines for prevention and handling
- Case and exercises
6