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Customer Relations


Service Excellence

Customer Care: The Art of Customer Relations

Gain a competitive advantage through elite services. Learn to manage expectations, communicate assertively, and transform complaints into long-term loyalty opportunities.

Program Description

Program Purpose

This 2-day training program allows participants to understand the importance of customer service, which provides the organization's competitive advantage, and the development of a proactive attitude in serving them.
Expected Results

Objectives

  • Recognizing the benefits of setting service standards
  • Displaying a positive attitude towards the customer and knowing how to approach the customer according to their typology
  • Questioning the customer to obtain as much information as possible
  • Mastering the technique so that the language transmitted by the employee supports communication with customers
  • The importance of transmitting a clear verbal message and, above all, the importance of how to answer and speak on the phone
  • Truly listening to the customer, showing full consideration towards them
Professional Development

Covered Competencies

After completing the training program, participants will acquire the following competencies:
  • Knowledge regarding the types of relationships we can have with customers and methods to develop them
  • Identifying and applying methods to improve customer retention in the system
  • Elements for optimizing customer relationships
  • Questioning and persuasion techniques for customers

Detailed Program Agenda

Fundamentals & Communication

Day I: The Basics of the Relationship

Session 1: The Customer and Quality Service
  • What good service means and influencing factors;
  • Customer profile: Who are they and what do they want?
Activity Support: Defining the ideal customer
Session 2: Communication and Active Listening
  • The two-way communication process;
  • Techniques and "little helpers" in active listening.
Role-play: Practicing active listening
Session 3: Telephone Communication
  • First impression over the phone;
  • Transferring calls and answering inquiries.
Role-play: Telephone etiquette
Session 4: Questioning Techniques
  • Identifying needs and types of questions;
  • The "funnel" technique.
Activity Support: Applying the funnel technique
Attitude & Resolution

Day II: Managing Situations

Session 1: Attitude and Assertiveness
  • Developing assertiveness and a positive attitude;
  • Proactive approach to conflicts.
Role-play: Assertive communication
Session 2: Customer Experience (Wow Effect)
  • Meeting vs. exceeding expectations;
  • First impressions and exceptional service design.
Activity Support: Designing the first impression
Session 3: Difficult Customers and Objections
  • Emotional intelligence in interaction;
  • Sources of objections and forbidden phrases.
Activity Support: Handling objections
Session 4: Criticism and Complaints
  • Complaints as a loyalty opportunity;
  • Empathy techniques and finding solutions.
Activity Support: Resolving complaints
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