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Customer_Service_Communication_training

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by

Promo Liceum

on 7 November 2014

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Transcript of Customer_Service_Communication_training

Prepare
demand & requirements
1.
introduce
- identify
2. detail -
discuss
- examplify
4.
associate
- adopt
5.
Implementation
Szabó Imre
Content
METHODOLOGY
imre.szabo@liceum.hu
Customer Mindset Training
3. work out -
practise
quiz
, test
Customize
Next
customize
communicate
S
T
O
R
Y
e. t. c. ?
identify
"
analyse
"
respond
control
"plan"
individual
work
pair
work
group
work
adopt BEST method
-
present solution
ROLE PLAY
PRESENT
TOPIC
s
MESSAGE
s
PANEL
s
DEMO TRAINING
ROLE
PLAY
Feedback of this meeting
Quote
Demo training
Feedback
TRAININGs
handling supplier’s compliance issues
payment terms
missing invoices
handling situations where mistakes were made
handling payment complaints
- because of overload
- because of technical issues
- payment processes
authority – competence issues
handling unconformity issues
handling semi resolved issues

email flows,
recordings
Awareness
The psychological foundation of the customer service representative role
Foundational questions of: who? what? to whom? why? how?
Case resolution: successful, professional, effective, fast
You, your firm and your customer – basic mind set

Communication
Communicational foundations
Format, style – target, process
Assertive – emphatic; positive - purposeful
Direct, indirect; verbal-nonverbal; meta-language
The right words (concise, eloquent, understandable, straightforward)
Differences (cultural, sector/cluster based, etc.)

Support system
The support cycle
Customer relationships: initiate – activate – maintain – evaluate – deepen
Requirements
Quality
Standards (organizational, product related, process related, etc.)
Ticketing

Customer management
How to make loyal customers?
Creating the right first impression
Conflict resolution
Generating customer interest
Cross selling, upselling
Referrals

Self management
Stress management
Burn out syndromes
Overcoming difficulties
Team work
theory
practice
Full transcript