Target group	Agents Front office, Back office
Target members	7 persons (is possible to adapt by client needs)
Trainings hours	1 day (included breaks and lunch pause)
Target of training	Target is to build up empathy of agents to customer side, to be a partner, able to listen and understand, solve every situations, be human and natural, trustfulness, provide perfect service, be proactive and support acquisition, development and loyalty of customers. *trainings are based on practical exercises a model situations.

 

1) Phone communication

• Basic preparing for call
• Waiting time of customer
• Influence, voice technique
• Verbal techniques
• Customer typology
• Opening of communication, greeting
• Listening and understanding
• Questions
• Objections
• Information recording
• Proactivity, addend value
• Recapitulation, farewell
• Keeping satisfaction of customer

Conrete Customer service calls analyses

• Call structure – incoming calls
• Call structure – outgoing calls
• Customer typology – summary
• Negotiation styles and techniques
• Calls listening and monitoring with analyse and feedback

VIP clients care (training addition + 5hours)

• Target of training
• Who is VIP client, target group
• Typology of person
• Negotiation styles according to typology
• Structure of VIP communication
• Expressions of VIP communications
• Positive form of sentences
• Content of communication
• Objections anf arguments
• Added value
• Selling of key usefull advantages
• Sattisfaction control during communication
• Rules summary

After discussion with client should be content, time, target group adapted by needs.