Professional customer service and conflict resolution
WORKSHOP - TRAINING OBJECTIVE
To enhance participants’ professional skills in customer service, communication and problem-solving through practical exercises. This would allow each participant to analyse his/her experience so far, possible mistakes and make the necessary changes in his/her working style and attitude to ensure professional work.
WORKSHOP OBJECTIVES
- Improve professional service culture and communication with the customer;
- Understand the importance of attitude in dealing with customers;
- Develop skills to create and manage conversations in different situations;
- Understand the secrets of professional customer service, saving time and resources;
- Learn the basic conditions and influencing factors of communication for working professionally with clients;
- Develop the ability to react calmly to problems and stressful situations by taking constructive action;
- Developing the ability not to take things personally and to manage your emotions;
- Develop the ability to adapt more flexibly to the demands of the external environment;
- Learn professional skills to improve customer service efficiency both in person and on the phone;
- Develop the ability to adapt more flexibly to the demands of the external environment;
- Improving corporate image.
TOPICS OF THE SEMINAR
1. Interpersonal and communication skills:
- Basic conditions for communication
- Influencing factors in communication
- Non-verbal communication
- Clothing etiquette
- Verbal communication
- Contact by phone, Skype
- Preparing to work with clients
- Internal mentoring – a professional resource for effective work
- Making contact – one of the key conditions for successful cooperation
- The ability to listen, hear and be heard
- How to understand what the customer really wants?
- The ability to spot a customer’s mood, preferences and act accordingly
- Professional issues
- Saying goodbye and some “knifes” for a professional end to the conversation
- How to spot and prevent problematic situations and conflicts at an early stage?
- If there is a conflict:
- The nature of the conflict. What conflict?
- Ways to resolve conflicts
- Steps to resolving conflict
- Achieving a positive result
- Benefits of conflicts
- Difficult situations, clients:
- a dissatisfied customer;
- a worried customer;
- aggressive customer;
- “an all-knowing customer;
- a customer who won’t listen;
- and other cases
- What to do in stressful situations?
- Stress management models
- How not to “explode”, not to raise your voice?
- How not to take it personally?
- Anti-stress techniques
SEMINAR - TRAINING
Interactive, flexible working format, with the aim of putting new knowledge into practice: lecture, discussion, practical problem solving, situation analysis.
PARTICIPANTS
Administrators, secretaries, office managers and other staff whose duties include communicating with customers.
Moderator:
Laila Majore
Practicing psychologist (Mg.Psych), mediatrist**, educator, entrepreneur, lecturer with 20 years of experience in training and counselling. Certified mediator. 17 years manager of “Pieci elementi” Ltd (service area); Iceland SPA mentor, until 2008. Director of Islande SPA. Since 2005 until now Chair of the Board of LEVIC. He has been giving seminars since 1994. in organisations, educational institutions on communication, conflict/dispute resolution, stress management, business etiquette, protocol, leadership skills, employee self-motivation, customer service culture, salesmanship, telemarketing, etc.
Duration of the seminar: 6 hours
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