Description
Customer satisfaction is a state and a perception. The accomplished professional often manages perception so that the client feels that he or she is being given the attention he or she deserves. Through this program you will learn those communication skills to create positive experiences even in an unfavorable context.
Listening is extremely valuable. It can be the key in defusing a discussion with an angry customer, creating a supportive environment and connection, but also influencing it. Participants will learn listening and influencing skills to improve their relationships.
The customer care experience is also an emotional endeavor. Clients can be angry, but professionals who work in this field do not allow themselves to express the same emotions. Maintaining the high level of customer satisfaction while maintaining one’s own state of satisfaction is the prerogative of the perfect professional. The proposed program teaches you how emotions are formed and how they can be managed despite external influencing factors.
Perception is part of reality. Sometimes perceiving others as different can lead to hostile and unmanageable feelings. Participants will gain a better understanding of themselves, their clients and their colleagues in order to improve the satisfaction of those with whom they work or collaborate.
Who should attend?
This Foundations training course is intended for:
- Front-facing staff with B-to-C responsibilities
Prerequisites
There are no prerequisites to participate in this training course.
Course Agenda
- Module 1: Persuasive language
- Presenting a coherent image
- Control of attention and perception
- Communicate positively, even negative news
- Improved problem-solving and creativity
- Work together to resolve tensions
- Avoids inattentive customer irritation and loss of credibility
- Provides clients with the best solutions (persuasive language models)
- Avoiding the “It’s Not My Work” Trap and Blaming Colleagues
- Delivery below and above expectations
- Control the conversation and guide customers to avoid delays
- Defuse customer anger and direct them to solutions
- Avoid the situation where the client asks to speak to a supervisor
- Module 2: Listen and the customer will feel heard
- Stop obstacles in listening
- Increases retention
- Improve your understanding; reduce errors
- Maintain control of conversations
- Guiding clients to provide the necessary information
- Understanding listening styles
- Using Questions Effectively
- Improving customer satisfaction and the feeling that they have been understood
- Module 3: Customer-centric attitude
- Shows professionalism even in stressful conditions
- Fast recovery after difficult interactions
- Increasing energy levels in the workplace
- Increases creativity and problem-solving skills
- Identifying a positive aspect even in a negative context
- Avoiding emotional implications
- Honors negative emotions
- Module 4: Building Raport
- How to get along better with clients and colleagues
- Customization of the service offered according to the style of customers or colleagues
- Achieve the maximum satisfaction level of as many customers as possible
- Assessment of differences
- Using Strengths
- Minimizing individual and team weaknesses
- Morale boost
- Understanding oneself and one’s own habits
- Improving dynamics and teamwork
- Reducing interdepartmental tensions
Certificate requirements
Upon successful completion of all course requirements, participants will receive a Certificate of Completion in “Customer Care.”
