Intended for:
For companies and institutions to improve the quality of work with clients, resolve conflicts and create a service strategy.
Challenge:
Companies often consider strategic planning or process management as their challenge, but the greatest success in the organization's work is to see the Customer's Value and base internal and external activities on it.
The customer's attitude towards the company is formed by knowledge, feelings, previous experience and future expectations. Living in the age of feedback, any nuance of a customer's attitude can be passed on and influence the attitude and behavior of future customers and also the overall image of the company. Managing customer expectations has become a cornerstone of modern customer service. Customer-oriented activities often include sales training, business etiquette, speech and written culture, but not every company is aware of what Customer Power is and how to direct it in the direction they want.
What are the commandments of Customer Service? Is the Customer always right? What does customer-oriented organization mean? How to identify and manage the Customer's expectations, transforming them into positive attitudes? How to work with a negative attitude? What to do if the Customer shouts, threatens, gets angry? How to maintain consistency in the quality of Customer Service in the long term?
Answers to these and other questions - at the Baibas Apkalnas seminar "Challenges of customer service".
Benefits of the course:
After the training, improved knowledge, acquired skills and practically applicable methods are expected:
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Why and how to find out the needs and wishes of the Client;
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Decision-making mechanisms and communication and perception roles, positions and barriers;
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How to prevent and how to resolve conflicts;
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How to work with Customer Power and increase Customer Value.
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Service strategy, service culture - long-term solutions.
Course format:
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Interactive lecture and discussion with an emphasis on collaborative conversation/workshanning;
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Analysis and systematization of personal experience individually and in a group.
Program:
2 online learning sessions | 6 academic hours
Session I
CUSTOMER - EXPERIENCE, POWER, EXPECTATIONS
3 academic hours
TRAINING CONTENT
Customer Service vs. Customer Experience
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What is good Customer Service?
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Why does Customer Experience Matter?
Customer Power
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Does the Client Have Power?
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Is "the customer always right"?
Customer research and understanding
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How to take the initiative to solve the Client's situation?
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What does the customer want?
EXERCISES
Pattern analysis:
"Customer Path"
Group work:
Analysis of customer service problem situations individually and in groups
Session II
CLIENT - CONTACT, CONFLICTS, STRESS
3academic hours
TRAINING CONTENT
Customer service barriers
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What is the Customer? What am I?
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Perception and communication - barriers, saboteurs, mistakes. "Logic Bubble"
Conflicts, "Difficult Customers"
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Commandments of conflict
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What to do if the Customer shouts, threatens, gets angry?
Stress management practice
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STOP Emotion method and "Circle of Care"
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Stress anchors
EXERCISES
Group work:
Analysis of the results of the first day of the seminar
Discussion:
How do I communicate?
Reviews:
"There were many things that we can learn and use in practice. And most importantly, a very pleasant course leader, so it was interesting to listen. Many thanks to leader Baiba."
Course participant
Liepāja Hospital
"The seminar was very interesting, there was never a moment of boredom and all the questions of the course participants were answered. A big plus for the seminar lecturer."
Course participant
Airport Riga
"Thank you to the entire creative Master Training team and trainer Baiba Apkalnas for conducting positive, exciting, professional and modern seminars. We appreciated the individual attitude and approach to our field of activity. The trainer showed a genuine desire to help employees."
Course organizer
Institute of Stomatology
"3 valuable and active training days were spent together with trainer Baiba. The training made it possible to assess the current situation in the field of customer service and to identify the areas to be improved both at the company level and at the individual level for each of the training participants. Within the training, topics related to customer service were professionally discussed both from the point of view of the client, as well as from the point of view of the employees, as well as in the form of discussions, the importance of the Net Promoter Score for ensuring successful business was discussed. The most important benefits of the training: the path of the company's customer was marked, the basic blocks for the customer service standard were defined, the structure of the conversation with the customer was created and its leadership principles. An additional benefit noted by the trainees was the opportunity to hear their colleagues' experiences with customer service, as well as share their own. Feedback from trainees in one sentence "The best customer service lessons ever." Thanks to coach Baiba for the inspiring lessons and constructive feedback."
Course organizer
Veho
