Organisational culture of customer excellence and its impact on the quality and efficiency of the tasks performed by the customer service area
Internal or external customer - are they the same or different?
Self-analysis - points of contact in cooperation with internal customers, your strengths and weaknesses worth improving
What is an advantage and what is a challenge in customer service via the ticket system, F2F communication or online one
Section 2: 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 3: 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 4: 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 5: 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
Section 6: Managing emotions
Self-diagnosis of your own reactions together with natural and learned reactions in difficult situations - what if we have too many tasks at the same time, and what if the client is screaming at you or using the argument of escalating to management
Your triggers when dealing with a client - what causes stress, anger or anxiety
Triggers versus reactions - translating into needs and values that, if not met, can lead to emotional reactions
