8 - 12
We, as customers, expect customized care that responds to our personal needs and expectations. We want to be treated fairly and with respect while gaining the service or while solving any eventual problem and also feel acknowledged and valued even if we are not right. All these expectations, especially in emotionally charged situations of complaint handling are quite challenging for staff that require a high-level of self-management, self-confidence and a skillful approach to successfully manage them.
The course establishes the proper attitude and develops excellent communication skills combined with bullet-proof processes to help the work of company’s customer service staff. The course allows the participants to explore the different elements of customer satisfaction and how the standards of excellence can be defined for them. They will learn the concept of exceeding expectations that gives them a step-by-step practical process to consciously improve customer satisfaction.
During the course participants will explore different levels of customer engagement and the hierarchy of customer needs as they relate to the Moments of Truth. They will understand the nature of complaints and how effective complaint handling impacts customer loyalty. They will learn the easy-to-use technique of the six-step process of complaint handling, and will practice how to implement it with assertiveness to ensure an improved service culture and customer satisfaction.
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Over the past period, remote work and online communication have become the new routine in the lives of many teams. This virtual distance brought a new set of challenges not only in how to successfully operate, but also in how to maintain team spirit, the feeling of togetherness, and improve collaboration&communication.
We are living in a world of digital revolution. Organizations, teams and people are connected more than ever before. We can love or hate the changes the technological explosion is generating in our life, but avoiding them is impossible.
Many leaders assume engagement is a task for top management and HR. But is engagement something that you can only influence from the top? What is the responsibility and opportunity of direct supervisors, middle management, and even employees in enhancing engagement?
All of us are parts of different teams, and our success is highly determined by the members of these teams. Our specific Insights-based program focuses not only on development of the individuals, but also on the common development of the team.
Our world is undergoing rapid changes in many arenas. Our customers are getting more powerful and make demands which have not been seen before. They want to be served through various channels, they want to get things done fast, seamlessly, without efforts. Customer Experience is a key differentiator in today’s business
Why is it that people with similar abilities, under similar circumstances provide different performance? What is the reason why some people with the same knowledge and preparedness can’t develop, while some can demonstrate continuously improving performance?
More and more people use digital tools and solutions for work and for all aspects of life. How well are we really aware of the opportunities digital technologies offer? How consciously do we select digital tools to become more successful in our work?
Technological improvements make remote work possible for more and more people all over the world. Despite the many advantages, remote work has some challenges as well.