12 hours
- Personal customer experience
- “I” as a customer
- Properly met customer needs
- Value added
- Powers of a telephone center representative (competence)
- Portrait of the ideal operator
- Definitions of authority and position
- Knowledge and skills that are essential for an advanced operator
- Stages of telephone conversation
- Preparation
- Communication
- Data collection
- Meeting needs
- Work with protests
- Rich completion
- Negotiation strategy
- Different approaches to negotiation strategies
- Target setting
- Set expectations
- Support and guide
- Express your opinion and be open to comments
- How to say “No”
- The role of communication in speech tactics
- Communication channels
- The role of channels
- Good “transmission” criterion
- Good “receiver” criterion
- Presentation of color tactics
- Communication errors
- The structure of the questions
- The correct structure of the question
- Basics of communication, skills, presentation of communication channels
- Achieve a leading position in communication through the study of color tactics and practical work
- Customer complaints management
- The difference between protests and excuses
- Protest management
- “Difficult” customer portrait
- The difference between complaints and protests
- Learning the right techniques for managing protests
- The difference between protest and remark
- Rich completion and analysis of results
- Rich successful completion
- Application of adequate and analytical assessment
- Application of the acquired knowledge in future practice
- Service standards
- The reason for the need for standards
- Existing international experience
- Establishment of service standards
- Client negotiation algorithm
- Conducting an orchestra called Sound
- The main characteristics and role of your voice
- Sound fitness
- Improving the diaphragm
- Intonation and tempo
- The role and importance of adaptation
- The theory of reflective neurons
- Pronunciation and articulation
- Pronunciation and articulation in the process of convincing the client
- The use of intonation in the expression of emotions
- The concept of “customer service”
- Why should the customer be served?
- Is the customer always right?
- Are the customers the same?
- The difference between a new customer and a former customer
- Open and secret companies against the customer
- Attitude towards insults
- Personal recommendations
- Conducting telephone surveys
- Why are surveys conducted?
- Algorithm for conducting queries
- Analysis of survey results
- Survey among primary borrowers
- Net Promoter Score query
- Registration of complaints
- Reasons for complaints
- Conflicts
- Why doesn’t the customer complain?
- Ability to complain
- Attitude to complaints
- Complaint registration algorithm
- Customer service on social networks
- Pros and cons of being on social networks
- Requirements for a social customer service representative
- The difference between face-to-face telephone conversations and social networking services
- Answering inquiries on social networks
- Management of complaints on social networks
- Examples of sales on social networks
- Examples of failure and success in social networks