A specialized training program which gives prominence to the written communication and to the way it can be used effectively to achieve high levels of customer service
Target Audience
People in the Customer Relations Department or counterparts with similar roles in other departments who respond to customers via written communication (emails, letters, etc.)
Ποιοι είναι οι στόχοι
- to retain and/or regain dissatisfied customers
- to reinforce satisfied customers
- to increase the company’s image via the way its personnel respond to customers concerns, requests or needs through written communication
Contents:
- Gaining awareness of the role of the Customer Relations Department and its contribution to the satisfaction and loyalty of the company’s customers
- Understanding customers’ expectations when communicating with the Customer Relations Department
- Receiving and analyzing the customer’s written communication
- Distinguishing between the "soft” and "hard” data in a written communication
- Identifying customers’ human needs in his/her email or letter
- Structuring and composing a reply based on the customer’s email or letter
- Using empathy in the reply
- Avoiding the use of artificial language
- Understanding the importance of the values of the customer and their uniqueness
- Overcoming barriers to communication
Training Methodology
- short presentations
- on-going activities and trainee presentations during which each participant receives individual coaching
- individual personal feedback
Duration and Participations
2 x 2 training days (4 working days –32training hours) in groups of 6 participants.
Δείτε ακόμα στην κατηγορίαCustomer Service:Άλλες Κατηγορίες Εκπαιδευτικών Προγραμμάτων:
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