Customer Service

The program focuses on acquiring knowledge related to the most important element that leads to achieving results – relationships and their management.

  • A process of building and developing relationships
  • Strategies for initiating, planning and managing relationships
  • Balance between professional and personal relationships
  • Models of maintaining long-term and productive relationships
  • Behavior in complicated situations
  • Productive communication and providing feedback

The module presents strategies for having an effect on difficult clients and the components allowing for this effect.

  • Defining the term “difficult” customer and types of difficult customers
  • Getting an insight into and understanding the reasons for a customer’s behavior
  • Strategies for managing difficult customers
  • Models of transforming in the following sequence: a difficult customer – a calm customer – a satisfied customer – a loyal customer
  • Managing objections
  • Emotional intelligence and body language in working with difficult customers

A sequence of modules which clarify the components of a phone conversation and the way they can be applied to efficient service.

  • Key communication skills in customer service over the phone
  • Barriers to effective communication over the phone
  • Means of expression in phone communication
  • Types of personalities and styles of communication based on each type
  • Dealing with emotions in communication over the phone
  • Management and control of the conversation

The After-Sales Service program clearly presents the difference between successful and average companies.

  • Professional service after finalizing the sale
  • Creating a program for after-sales service
  • Work focused on gathering recommendations from clients
  • Increasing salespeople’s engagement in customer service
  • Entering the company culture and first contacts with clients
  • Creating and developing the client’s loyalty
  • Developing and implementing standards for after-sales service

The goal of the module is to formulate criteria for quality, acceptable deviations and a way in which these criteria will be met at all times. 

  • Defining the business goals in terms of the quality of service
  • Setting key indicators in the business goals
  • Adapting of the environment in accordance with the set targets
  • Development and transfer of knowledge to employees
  • Control and management of the individual and team performance
  • Structured management of the quality of service
  • Increasing the levels of customer satisfaction
  • Sales effectiveness