Work With Clients: Negotiations, Aggressive Client, Passive Client, Minimization of “Time Thieves” and Burnout, Evaluation of Satisfaction
A customer is satisfied if he does not spend a lot of energy and time to achieve what he wants and at the same time, a service/goods provider may not spend a lot of energy and resources in this process. During the seminars we learn to form a convenient environment for both customers and service/goods providers.
This cycle of seminars is made to allow You to acquire knowledge easily and understandably and to improve competencies in the area of work with customers that later can be integrated into one’s sector and elaborate those in Your environment.
SEMINAR - TRAINING TOPICS
- Starting communication, addressing and personal approach development;
- Finding out what is the problem and referring a customer;
- Looking for an appropriate address in a work with customers.
Dealing with aggressive customers can be difficult and emotionally draining, but there are strategies you can use to effectively manage the situation and keep everyone involved safe and calm.
In this part of the seminar cycle, you will learn practical techniques and techniques for working with aggressive clients.
Topics:
- How to recognize and prepare for aggression
- De-escalation techniques
- Boundary detection techniques
- Polite Manipulation
- Self-control and stress management
Passive customers are a challenge that requires patience, empathy and effective communication skills to overcome.
Learn how to engage and motivate passive customers by providing them with an exceptional service experience.
Topics:
- Asking open questions
- Learning about wants and needs
- Addresses and promotion
- Creating a choice
- Ego “massage”
- Boundaries between passivity and aggressiveness;
- Manipulation techniques “lead or be led”;
- Incentives and positions in time management;
- Email communication;
- Telephone conversations and face-to-face meetings.
Burnout is a serious challenge among customer service teams.
In this part, we’ll talk about strategies that help prevent and manage burnout for managers and employees, ensuring a sustainable and healthy work environment.
Topics:
- Stress management
- Empathy and emotions
- Shaping the course of the day
- Conversation management
- Letting go and mindfulness
- Methods for data collection and summarising;
- Qualitative and quantitative survey methods;
- Precise customer demographic data segmenting;
- Methods for summarising and presenting data.
MODERATOR
Andrejs Kozlovs
Manager and public relations specialist experience – more than 13 years, gained while working in such facilities of national importance as Liepaja city concert hall “Lielais Dzintars”, EUROPASS CV, Study in Latvia, etc.
Obtained the highest academic degree in behaviorism (University of Vienna), master’s degree in public relations.
Since 2005, he has been conducting seminars and trainings for various audiences both in Latvia and elsewhere in the world on improving leadership skills, stress and conflict management, procrastination, optimizing brain activity, building public relations, communication, telemarketing, public speaking, and other topics.
Duration of the seminar: 18 hours (duration of each part: 3 hours)
This seminar can be conducted in Latvian, English or Russian.
Find out the price
