First-class Client Oriented Service

Our interactive training program is recommended to those who tend to provide quality service to clients, including managers that create procedures and standards and employees that communicate directly to clients, and demonstrate its company’s image. Participants will generate plans during group and individual exercises, which will be applicable in their companies, in order to overcome qualitative changes between the current and required standard in providing services developing personal potential and proactivity. Interactive training video clips contribute further to a better adoption of new skills and competencies.

It will be difficult to animate your customer with new product, if you did not do it with the old one.
Zig Ziglar

Program duration: 2 days

Key advantages:

  • Developing critical comprehension of focus on clients
  • Taking responsibility and creating a proactive approach in interactions with clients
  • Realizing current standards and planning required standards of interaction with clients
  • Understanding clients’ expectations and the manner of their fulfillment
  • Adopting techniques of resolving clients’ complaints 
  • Creating company atmosphere adequate to provision of first-class service to clients

 

Main areas:

  • Importance of creating company atmosphere that supports the provision of first-class service to clients
  • The reasons for losing clients in the current competitive environment
  • Mapping the current provision of services and creating the required Action Model of first-class client oriented services
  • The importance of accepting personal responsibility in everyday interaction with clients
  • What clients’ expectations are, importance of first impression and moment of truth concept
  • Asking effective questions skills and leading the client during the communication
  • Motivating  different clients and achieving influence
  • First-class skills and standards of telephone communication
  • Techniques of handling and timely resolving clients’ complaints 
  • The importance of clients’ feedback
  • Power and importance of the last impression

 

Examples of exercises and additional development tools:

  • Action Model of first-class service provision
  • Short interactive video training of Complaints Resolution –step by step to success
  • Action plans