Customer Service
Be a Chance Thinker!

Objective

• Customer-oriented and promotional behaviour
• Thinking in solutions instead of problems
• Equal conversation partner and "on the spot" sensor

Target group

Co-workers who should achieve long-term customer relationships and ensure follow-up deals by means of their service activities inside or outside the office.

Content

• Importance of attitude
• Stimuli for objective- and success-oriented action
• Presenting with confidence
• Negotiation - the ability of convincing others
• Customer-oriented behavior / attitude towards the customer
• Situational influence to create a positive company image
• Dealing with objections and complaints
• Customer service on the telephone
• Building up and fostering a personal relationship with the customer
• Customer service as part of active sales support

Didactics

• Practice-oriented intensive training
• Exercises, role plays, to cover the above-mentioned content
• Analysis and coaching on current practical situations
• Transfer from theory into practice by setting objectives and participants' practice reports
• Personal action plan and implementation
• Development of best practice procedures

 

The gustavkäser Learning Journey