The Pillars of Servicing
The triad of customer service: Company-Employee-Customer
The triad of the service professional: Hard Skills – Soft Skills – Self-care
Profile of the Service Professional
Authenticity as a Service Model
The importance of communication in Service
Components of the communicative process
Types of communication
Questions, active listening, empathy and reformulation
Strategies to better serve
Getting to know the customer
Phases of Service
Practical strategies to better serve
Specific strategies for personal (face-to-face) service
Specific strategies for over-the-phone service
Specific strategies for digital service
You will adopt a more humanized attitude in service; Learn to identify the types of existing customers and how to react to each kind; Understand the importance of managing expectations to better serve; Know the various phases of service and learn how to act in each case (be it face-to-face, over the phone or digital service).
In an ever competitive and demanding context, it is key to develop humanized service, in a way that will improve interpersonal relations with customers, colleagues and management.
Professionals who have a direct relationship with customers (external and/or internal); all professionals who wish to add-value to their relationship skills.
Evening Classes (end of day) | 8 hours |
Enrolment: 55€ +55€ after the course starts€ (if you opt for full payment you will benefit from a 5% discount)
5% for students and partners of ENB.
5% full payment
211 visitas, 3 hoje