GOALS

After training, participants will be able to:

Aware of benefits of their jobs to themselves and their work
Maintain professional serving style
Improve customer care skills
Know how to support and coordinate with relevant departments
Understand the customer psychology to overcome difficult situations

TRAINING METHODS

The expert uses the most modern training methods based on the understanding about the psychology and needs of participants, takes participants as center:

Make deep impact to change perception
Mind-to-mind speech to create strong emotions and powerful forces
Uses the metaphor story to illustrate problems
Help participants develop the self’s capacity to overcome the psychological obstacles
Group-work to discuss typical reality-situations of the job
Training games

CURRICULUM CONTENT

Professional attitudes in/towards

Service and customer care
Training and personal improving in the customer care
Customers and partners in the work
Taking all difficulties as challenges and opportunities to promote the ability
Internal and external customers
Customer care and systematic coordination of parts
Raising themselves to represent a big brand
The importance of thoroughly understanding about the issues around the product to serve customers best
Professional style

Make an impression right at first meeting
Positive body language: standing, sitting, walking, eye contact
Communication protocols
Create a close, friendly contact with people
Professional Communications

Make impressive phone-talk
Understand customer psychology
Listen actively and empathically
Ask-questions art
Convince customers effectively
Predict upcoming event and figure out solutions
Communication in internal coordination
Emotions control

Receive the customer’s emotion
Manage and control emotions when dealing with customers
Create positive energy
Friendly smile, make face’s sympathy
Separate people and issues
The complementary skills for customer care

How to say “no” without offending customers
Receive and handle customer complaints
Make promises to customers
Keep good positions in communications
Deal with angry customers
Steps to transfer the customer’s status from negative to positive

CONTACT US

PHONE: 0916720000 – EMAIL: daotao@kynang.edu.vn