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Customer Relations
Program goal
This training program, lasting 2 days, allows the students to understand the importance of customer service (that can insure the competitive advantage of the organization) and the creation of a proactive attitude in customer service.
Objectives
The program’s objectives are:
- To recognize the benefits brought by establishing standards for services;
- To manifest a positive attitude towards the client and learning ways of approaching customers according to their typology;
- To question the customer in order to find out as much information as possible;
- To learn how the transmitted message should support the communication with the client;
- To underline the importance of transmitting a clear verbal message and the best ways to answer phone calls and talk on the phone;
- To truly listen to the client, showing full consideration towards the client.
Covered competencies
After training completion the students will acquire the following competencies:
- Knowledge regarding the types of relations one can have with the customer and ways to further develop them;
- To identify and to apply various ways of improving client system retention;
- Elements of customer relation optimization;
- Client questioning and client persuasion techniques.
Program structure and duration
- The duration of the program is 2 consecutive days per student group.
- One day of training contains 6 hours of actual work, arranged in 4 1½ hour sessions.
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