Professional Customer Service – in company training

Aims & benefits

After the workshop, participants:

Will know the causes of difficult customer behavior and techniques for dealing with them.
Will be able to apply assertive techniques in dealing with customers and know how to calm their emotions.
Will understand their rights and responsibilities in handling difficult cases (conveying refusals, giving negative answers or postponing the conversation, etc.).
Know the standards of professional customer contact.
Knew how to effectively manage the needs of callers in the contact.
Understood their role in the process of professional service and the purpose of their work.

The main objective of the module will be the formation of the ability to manage a difficult situation and the attitude of a stress-resistant professional consultant, understanding his own emotions and those of the client, giving himself space to find the best solution and maintaining a positive relationship with the caller.

Agenda

Online

TRAINING PROGRAM:

Negative emotions and stress management:

Control of negative emotions,
Emotional distance,
Defining the stressful situation and managing the stress,
Consultants rights and responsibilities.

Difficult situations management

Aggression and submission vs.assertive behavior,
Dealing with the attacks of the interlocutor: nervousness, criticism, blackmail,
Extinguishing the client’s emotions: dialogue based on facts, argumentation,
Communicating negative information vs. a positive relation with the interlocutor,
Assertive models and techniques.

Professional customer service – goals and role

Meaning of professional customer service – the highest standard,
Who my client is – the right attitude,
Who am I to the client – a professional image.

Customer needs and expectations

Customer satisfaction triangle – professional service expectations,
Cassification of needs – diagnosis of procedural, emotional and substantive areas,
Recognizing needs – skillful questioning and paraphrasing,
Response to the needs – adjustment of communication and substantive message.

Effective communication

Building an understandable message – vocabulary, black phrases, useful language tricks,
Operating with the tone of the voice – the pace of expression, body posture, facial expressions, silence management,
Building a dialogue – asking questions, active listening, paraphrasing,
The conversation control – effective conversation scheme, key points, noises.

Difficult customers psychological basis

Profile and definition of a difficult client.
Why clients get difficult.
Clients hidden goals.
Identifying and resolving complaints.

Case study and practice

On-site

TRAINING PROGRAM:

Negative emotions and stress management:

Control of negative emotions,
Emotional distance,
Defining the stressful situation and managing the stress,
Consultants rights and responsibilities.

Difficult situations management

Aggression and submission vs.assertive behavior,
Dealing with the attacks of the interlocutor: nervousness, criticism, blackmail,
Extinguishing the client’s emotions: dialogue based on facts, argumentation,
Communicating negative information vs. a positive relation with the interlocutor,
Assertive models and techniques.

Professional customer service – goals and role

Meaning of professional customer service – the highest standard,
Who my client is – the right attitude,
Who am I to the client – a professional image.

Customer needs and expectations

Customer satisfaction triangle – professional service expectations,
Cassification of needs – diagnosis of procedural, emotional and substantive areas,
Recognizing needs – skillful questioning and paraphrasing,
Response to the needs – adjustment of communication and substantive message.

Effective communication

Building an understandable message – vocabulary, black phrases, useful language tricks,
Operating with the tone of the voice – the pace of expression, body posture, facial expressions, silence management,
Building a dialogue – asking questions, active listening, paraphrasing,
The conversation control – effective conversation scheme, key points, noises.