Customer Service

Objective

• Equal conversation partner
• On-the-spot “sensor”
• Information channel

Aspects

Importance of attitude

• to myself
• to my customers
• to my job, to my company
• to my products

Stimuli for objective- and success-oriented action

• personal vision as source of energy
• self motivation and initiative
• motivating your conversation partner

Presenting with confidence

• increased personal effectiveness
• elements of conscious influence
• getting to know your personal factors of influence
• body language

Negotiation: the art of convincing others

• ground rules for communication
• conscious listening
• recognising customer signals
• behaving in a customer-oriented way
• situational influence to create a positive company image

Customer meetings

• opening negotiations
• dealing with complaints

Personal relationships with customers

• dealing with customers on a personal level
• strengthening personal relationships

Customer service by telephone

• elements of influence and communication by telephone
• preparation and follow-up of telephone call

Optimising co-operation between customer service and sales

• customer service as active sales support
• co-operative communication in dealing with customers, management and co-workers
• dealing with information and other departments
• inducing others to act within and outside the company

Efficient use of time

• task/time analysis
• self organisation
• personal action plan

Concept

The objectives of the company and of the individual participant form the basis of GUSTAV KÄSER TRAINING Customer Service. Conscious experience and intensive practice based on real-life situations result in cognitive points for immediate practical application.

The personal commitment and motivation of the participants during the Training ensure the transfer from theory into practice. Performance objectives and practical results are compared and monitored at each Training Day.

Clear and straightforward printed texts and papers help participants in the preparation, execution and analysis of their dealings with customers, as well as with co-workers, peers and superiors.

Target group

People who should, through their customer service activity, achieve a long-term customer relationship and follow-on business.

 

Please contact us for Internal Training or coaching.

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