szkolenie
Professional customer service

THROUGH THE TRAINING YOU

• will find out what does really mean to be professional in customer service
• will learn that communication is far more advanced then talking clearly and looking professionally
• will get a practice tool called RAPPORT that will allow you to guide the customer on your way
• will be surprised how helpful teacher can be your most problematic customer
• will learn how to resolve misunderstandings even in multicultural business environment
• will prepared to be a concierge for the customer, that will provide him not with the product or service but with balsam for his pains

I. PROFESSIONAL CUSTOMER SERVICE

It starts from the philosophy of process management which means that to serve the external customer on the highest level firs you must take good care about your internal customers.

Who is the internal customer in the company?

• Definition
• Differences between an internal and an external customers
• Importance of the internal customer

II. FIRST CONTACT WITH THE CUSTOMER

• How to call him, how to write him?
• Meetings: first, second, following…

III. SAVOIR -VIVRE IN CUSTOMER SERVICE

• Behave yourself” in front of the customer
• From the small talk to the business conversation
• Styling - titles of scientific, business, courtesy

IV. SERVICE STANDARDS
(written procedures and exercises)

• Telephone call procedures (making and receiving calls)
• Written communications (email, chat)

Rapport - Useful and simple technique that makes the customer following you.

• Adjust yourself to the customer way of moving, talking and even breathing
• Customer service standards
• Customer’s needs – you know them well you will satisfy them properly
  • How to identify the real customer’s needs?
  • What are the right questions to be asked?
• Informing the customer about his issue during the whole process
• Good or bad information, it must be given to the customer. How to do it without losing head. Practical techniques of communication of bad news

V. COMMUNICATION WITH A DIFFICULT CLIENT
– technology of upgrading the professional communication skills

• Way of speaking: simple, clear, precise
• Reaction for the particular kinds of difficult customers:
  • Aggressive and rude
  • Insecure
  • “Not sure about…”
  • With small skills of expression of his needs
  • That are simply wrong but don’t want to admit it
  • That make you guessing
  • That knows better
  • Nervous
• Creating of the image of trust and authority in front of the client

VI. CLIENT’S OBJECTION AND COMPLAIN
– ways of reaction and in the same time source of precious information

• How to manage customer’s objection?
• Words that are strictly forbidden
• Fundamental skills in the case of complaints