Make the customer the hero of your story

Customer Care Excellence

CONTENTS

  • From customer services to customer excellence
  • Analysing needs and identifying psychological reasons for making a purchase
  • Communication process
  • Strategies and techniques for communicating better in short time frames
  • Technique of reformulating questions into something positive
  • Managing each stage of the customer care process
  • Separating problems and people
  • Identifying positions and interests
  • How to come up with and present a solution
  • Problem solving tools
  • Techniques for taking a lateral approach
  • Focus on understanding and not on intentions

OBJECTIVES

  • Develop and strengthen customer care skills
  • Know your own communication style and adapt it to that of others
  • Make yourself heard, listened to, understood
  • Managing tools for customer care and the related processes

METHODOLOGY

  • Interactive and multimedia training
  • Use of video clips to put dialogue, communicative dynamics and body language under the spotlight
  • Alternating between lectures and active learning: questionnaires, role play exercises, action plans, self-assessments to create the most suitable model
  • Role play and trying out techniques and strategies that can be applied day to day