Why you should take this training?

During the workshop, participants will learn essential principles of building a specific relationship with the Customer and they will get to know how to react in difficult situations which may arise during associated conversations. Customer behaviour may be greatly affected by the quality of service and showing interest. Participants will acquire the skills necessary to deal with Customers' emotions and practically apply the principles of interpersonal communication.

Who is it for?

The training is intended for Customer Service employees of both private companies and public sector entities who would like to acquire the following skills:

1. Responding skilfully and effectively in conflict situations for the benefit of both the Customer and the company's image
2. Mastering the mechanisms of responding in difficult situations
3. Assertively responding to conflict situations
4. Assertively dealing with criticism regarding an employee or the company

Agenda of the training:

I. Building authority in phone customer service:

1. Identify employee areas for development and strengths in their approach towards customers
2. Self-diagnosis of telephone conversation style
3. Circle of communication in a telephone conversation
4. The conscious and subconscious of the telephone conversation

II. Customer expectations regarding the service:

1. Customer typology: how to unlock your customer
2. Psychological and substantive needs of each type
3. Practical ways to adapt to each customer

III. Telephone conversation process:

1. How they hear you is how they see you: why first impressions are so important
2. How long a telephone moment takes: the standard for determining the passage of time on the phone
3. Desirable and undesirable behaviour in a telephone conversation
4. Stages of a telephone conversation

IV. Professional conversation with the customer:

1. Skilfully obtain information:
   1. active listening
   2. use of paraphrases and questions
   3. language of intent
   4. recapping
2. Skilfully provide information – taking responsibility,
3. Communication barriers

V. Communicating information and suggested solutions:

1. Rules for making clear and simple statements
2. Positive language
3. Referring to what the customer said

VI. Difficult customer – definition, how to react (including aggressive and vulgar customers):

1. Separate facts from emotions: the fundamental rule in difficult situations
2. Dealing with difficult, aggressive behaviour
3. Employee assertiveness. The customer is making a fuss! Opportunity or threat?
4. Interpreting customer behaviour at different stages of the service proces

VII. Customer manipulation strategies – anti-strategies:

1. Matching the style of conversation/ service to the style and personality of the Customer
2. Course of the conversation with the Customer, techniques for involving the interlocutor
3. My role in dealing with the Customer
4. Techniques for dealing with difficult questions

VIII. Talking to a customer with a negative attitude:

1. The clear-cut boundaries technique
2. Pinpointing the allegations
3. The broken record technique
4. Keep abusive language at bay