CUSTOMER MANAGEMENT AND CUSTOMER-ORIENTED COMMUNICATION TRAINING

Customer care, costumer-oriented communication

The public opinion of service and production companies mainly depend on the communication skills of their employees working in customer care. They are the ones that get in direct contact with the clients, thus they can heavily influence that the public image of the company becomes favourable and that clients and costumers remain loyal to the enterprise and its products.

In the course of Customer management and Customer-oriented communication training, the participants

• Become familiar with the basic principles of the customer-oriented attitude and mindset,
• Learn how to achieve better customer-satisfaction results starting from the initial contact until the final phase of the communication,
• Learn about methods of professional greetings, assessing demands (by listening and asking questions) and the methods of introducing products or presenting solutions.
• Regardless of the specific goal of the training, participants learn about basic skills of effective marketing and learn how they can offer replacement or complementary products to the customers of the company.

In the course of the training, we regard the adequate and customer-friendly handling of problematic and upset costumers and of complaints as a priority area.

Target group of the training

All employees who cooperate with external or internal clients, e.g.: office workers, call centre or service centre agents, cashiers, shop assistants, people working in the hospitality industry

Possible modules:

• Costumer-oriented communication on the phone
• Costumer-oriented communication in writing
• Costumer-oriented communication in personal customer care