European Standards of Customer Service

Business Training Sp. z o.o.

(więcej o organizatorze)

Data: do negocjacji

Cena: 950 zł

Miejsce wydarzenia:

Hotel Merkury

Wrocław

Course objectives:
Learning the European Standards of Customer Service
Learning the standards
Application of the good practices of customer service
Professional customer care methods

Target group:
Restaurants: managers, waiters, bartenders
Banki

Benefits for participants:
Increasing the quality of customer service in your business
Developing the communication competence with customers (focus on English)
Enhancing your image in the eyes of the most demanding customers
Developing methods of dealing with different customers

Session 1. Customer Service Culture
A few historical facts
New times, new customs. Does every country have its own customs?
The fundamental values .
Analysis of your customer service skills
Customer service culture.

Session 2. Customer Service Standards
Phases of conversation with customers.
Book of "savoir vivre"
What do we mean by the European Standards of Customer Service?
Customer service styles – A friend, observer,,agent, chameleon? What does it mean to be an expert for the customer?
"Customer is always right” - customer typology. Why don’t the customers let us
serve them?

Session 3. Communications Rules
The essence of communication
Communication channels - a bit of psychology
Posture and gestures
Dress code - the most common mistakes
The most important techniques of active listening
Barriers
Loss of information and lapses – communication "Bermuda Triangle"

Session 4. Assertiveness in Customer Service
Assertiveness
Helpful features of character
Techniques of solving problems and dealing with difficult situations

Date: October 1-2, from 9.00 to 17.00 + individual consultations
Location: Wroclaw,
Trainer: Grzegorz Duda
Training fee: 950 PLN per person. Groups of more than 3 people – 10% discount

The training fee includes: participation in the training of one person, training materials, training report, certificate of completion, telephone coaching and e-coaching, individual counseling and consultation with an expert for a month after the training, lunch and refreshments during the training.


All persons interested in training, are requested for contact on e-mail biuro@bt.edu.pl or on phone number: 071 32 567 19