CUSTOMER CARE MANAGEMENT TRAINING
TRAINING
One day inter-company seminar, theoretical and practical, to review communication techniques and emotional processing of complaints.
PEDAGOGIC GOALS
– This training is intended for any professional that are in regular direct and telephone contact with your customers.
– Learn how to communicate on the phone in line with company’s values;
– Acquire theoretical and practical knowledge of communication’s patterns;
– Implement process to improve customer care.
TARGET GROUP
This training is intended for any professional that are in regular direct and telephone contact with your customers:
Operators, Receptionists, Secretaries, Assistants.
CUSTOMER CARE MANAGEMENT TRAINING
COURSE CHAPTERS
DYNAMICS OF COMMUNICATION
Specifics of direct et telephone contact
Tone, rhythm and emotion of the voice, standard sentences and keywords
Active listening, orientation and conclusion
Questioning methods, release and conclusion
GREETING PRACTICES
Writing a quality greeting charter
Principles of the emotional management of complaints
Processing of special cases, state of mind and respect for priorities
Exercises for skill monitoring.
ONLINE SUPPORT
Online course support to download course material after subscription.
