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.