Professional customer service TRAINING AGENDA Section 1: Relationship building in customer service Understanding the factors influencing the building of a positive and professional relationship with the client Difficulties in communication and cooperation with the customer Proactive approach to customer service Individual talent set - what strengths support you in customer service Section 2: Customer service standards, from establishing to maintaining a professional relationship First and last impression - why it matters Customer needs analysis - three levels of needs - how to recognize and address them, the art of asking questions and matching solutions to needs The power of active listening How to conversate with the customer in order to communicate - clear and precise messages, paraphrasing, clarification Section 3: Communication skills used in different forms of cooperation Similarities and differences in communication and cooperation depending on the form of communication Specifics and standards of working with written forms of communication (e-mails, instant messaging) Written form of communication (mails, ticketing system and chats) - misunderstandings, professional language Section 4: Effective communication with different types of customers Recognition of customer types and communication styles Importance of an individual approach to each customer Techniques for adapting arguments and preparing the conversation depending on the type of customer and their communication style Managing emotions - how to deal with one's own and the client's emotions in everyday work
