CUSTOMER CARE
 

OBJECTIVE

Customer Care refers a wide range of activities developed by the company and its employees to maintain the customer satisfaction in order to increase clients loyalty, to project a positive image and to bring in new potential clients.

What the clients want and which are the steps to ensure that they will get what they need ?

STRUCTURE

  • Knowledge an basic competencies

  • Understanding the clients - wishes, needs and expectations

  • Understanding the clients - personalities and behavioral models

  • Communication - verbal, non verbal and para verbal

  • Customer Care on the phone

  • Customer listening

  • Summarizing and asking questions

  • Answer to customers: explanation, persuasion and negotiation

  • How to deal with difficult clients

DURATION

 

1 - 2 days

 

 

 

 

 

 

 

 



 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

 


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