Course Outline
\n Introduction to Customer Communication\n<\/p>\n
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- \n The significance of effective communication.\n <\/li>\n
- \n Applying emotional intelligence to customer relations.\n
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- \n Principles of emotional intelligence when dealing with difficult clients.\n <\/li>\n
- \n Active listening and demonstrating empathy.\n <\/li>\n
- \n Strategic language to shift a difficult client's attitude.\n <\/li>\n <\/ul>\n <\/li>\n
- \n Characteristics of modern customers.\n <\/li>\n
- \n Factors contributing to difficult client behavior:\n
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- \n Personality traits or nature.\n <\/li>\n
- \n Desire to secure additional benefits.\n <\/li>\n
- \n Misunderstanding of sales terms and conditions.\n <\/li>\n
- \n Previous poor customer service experiences.\n <\/li>\n
- \n Failure to meet product or service quality expectations.\n <\/li>\n
- \n Personal or financial loss due to inefficient service.\n <\/li>\n <\/ul>\n <\/li>\n<\/ul>\n
\n Types of Conflicts in Commercial Relationships\n<\/p>\n
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- \n Conflicts arising from misunderstandings.\n <\/li>\n
- \n Conflicts resulting from calculation or deduction errors.\n <\/li>\n
- \n Conflicts stemming from unmet expectations.\n <\/li>\n<\/ul>\n
\n Handling Complaints and Claims\n<\/p>\n
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- \n Identifying the core problem.\n <\/li>\n
- \n Assigning responsibility for conflict management.\n <\/li>\n
- \n Techniques for managing objections (e.g., the 'fog bank' technique).\n <\/li>\n
- \n Case study: Resolving a complaint regarding unsatisfactory service.\n <\/li>\n<\/ul>\n
\n Strategies for Conflict Resolution\n<\/p>\n
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- \n Steps for achieving effective resolution.\n <\/li>\n
- \n Active listening and proposing viable solutions.\n <\/li>\n
- \n Specific techniques for interacting with difficult clients (e.g., the 'mirror' technique).\n <\/li>\n
- \n Transforming objections into sales opportunities.\n <\/li>\n
- \n Additional effective strategies.\n <\/li>\n<\/ul>\n
\n Self-Care and Emotional Management\n<\/p>\n
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- \n The importance of self-care when managing complex client interactions.\n <\/li>\n
- \n Techniques for managing stress and frustration.\n <\/li>\n<\/ul>\n
\n Customer Satisfaction Surveys and Service Evaluation\n<\/p>\n
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- \n The purpose and importance of customer satisfaction surveys.\n <\/li>\n
- \n Crafting effective survey questions.\n <\/li>\n
- \n Collecting and analyzing feedback data.\n <\/li>\n
- \n Leveraging insights to enhance service quality and client retention.\n <\/li>\n<\/ul>\n
\n Additional Practical Cases with Participants\n<\/p>\n
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- \n Role-playing: Managing challenging customer interactions.\n <\/li>\n
- \n Group analysis of real-world customer complaints.\n <\/li>\n
- \n Developing a follow-up and service evaluation plan.\n <\/li>\n<\/ul>\n
\n Summary and Next Steps\n<\/p>
Requirements
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- \n A foundational understanding of customer service principles.\n <\/li>\n
- \n Previous experience in client-facing positions.\n <\/li>\n
- \n A desire to develop advanced communication and conflict resolution skills.\n <\/li>\n<\/ul>\n
\n Audience<\/strong>\n<\/p>\n
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- \n Customer service representatives.\n <\/li>\n
- \n Sales and account management professionals.\n <\/li>\n
- \n Supervisors and team leaders responsible for client relations.\n <\/li>\n<\/ul>
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
