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Course Outline
Fundamentals of Customer Communication
- The critical role of effective communication
- Applying emotional intelligence to customer interactions
- Core principles of emotional intelligence when addressing difficult clients
- Practicing active listening and demonstrating empathy
- Utilizing strategic phrases to shift a difficult client’s perspective
- Profile of today’s modern customers
- Key factors that contribute to client difficulty:
- Innate nature or personality traits
- Attempts to secure additional benefits from the situation
- Misunderstandings regarding sales terms and conditions
- Inadequate customer service experiences
- Failure to adhere to product or service quality benchmarks
- Personal or financial losses resulting from inefficient service delivery
Categories of Conflict in Commercial Relationships
- Disputes arising from misunderstandings
- Conflicts stemming from calculation or deduction errors
- Tensions caused by unmet expectations
Managing Complaints and Claims
- Accurately identifying the core issue
- Designating accountability for conflict management
- Methods for addressing objections (e.g., utilizing the "fog bank" technique)
- Case study: Navigating a complaint regarding unsatisfactory service
Conflict Resolution Strategies
- Procedural steps for effective resolution
- Active listening and collaborative solution-building
- Specialized techniques for engaging difficult clients (e.g., applying the "mirror" technique)
- Converting objections into potential sales opportunities
- Additional supportive strategies
Self-Care and Emotional Regulation
- The significance of self-care when managing complex client interactions
- Techniques for mitigating stress and frustration
Customer Satisfaction Surveys and Service Assessment
- The purpose and value of customer satisfaction surveys
- Crafting high-impact survey questions
- Gathering and interpreting feedback data
- Leveraging insights to boost service quality and retain clients
Collaborative Practical Scenarios
- Role-playing: Managing high-stakes customer interactions
- Group analysis of authentic customer complaints
- Formulating a follow-up and service evaluation roadmap
Recap and Future Actions
Requirements
- A solid grasp of fundamental customer service principles
- Prior experience in client-facing positions
- A genuine interest in refining communication and conflict resolution abilities
Target Audience
- Customer service representatives
- Sales and account management personnel
- Supervisors and team leaders responsible for client relations
14 Hours
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
