Training

Customer focus skills

Target Audience:Customer facing personnel, Sales managersDuration:2 days, 16 hoursProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:Evgenia Volkova
Evgenia VolkovaEvgenia Volkova

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

 Training program
• The immaculate customer service concept
• Customer service standards
• Customer viewpoint and customer focus
• Conflict and management thereof: creating a positive professional image and our own customer perception
• The professional role: conscious limitations and obligations. Comparison with the client’s role
• Recognition of the professional role as a stress management tool in conflict situations
• Appreciating “difficult” customers. What customer “difficulty” depends on
• Adequate and sustainable professional self-esteem as a means of stress management in conflict situations and as the key to positive interactions
• Unefficient (cliché) behavior models in difficult customer interactions
• Speech as a competent interaction tool
• Non-verbal expression as a tool of competent interaction
• Integrity of professional behavior in customer interaction: cohesion in thoughts, feelings, expressions and actions

All participants will receive a certificate of attendance