All the trainings we offer focus on customer focus (Customer focus) and superior customer experience (Customer Experience, CX). In increasing customer satisfaction (Customer Satisfaction, CSAT) with the simultaneous use of technological applications and tools (Multichannel/Omni channel, chatbots, virtual agents, etc.) with a holistic approach (360° INCREASE CX&CSAT).
Our goal is to stimulate and increase the knowledge of the participants in a simple way through inspiration and motivation, so that they increase their awareness and awareness in all matters related to the experience and satisfaction of the customer with an emphasis on the spirit cooperation and teamwork and joint effort in fulfilling the business objective in this very crucial subject for business effectiveness.

In this effort of businesses to increase the experience and satisfaction of the customer, we offer a supportive training cycle as described below:

Training title: “The art of customer communication”
Topics being developed:

● The stages of conversation and what each involves
● Preparation (The beginning, half of everything)
● Identification of customer needs (ERIC Model)
● Dealing with Difficult Customers (Alignment to the customer’s personality)
● Conflict/objection management
● Objection model and the power of objections in dispute management
● Complaints management
● The 4 ears model
● Personal communication map and alignment
● Active listening and the types of questions
● Verbal and non-verbal communication (Body language)

At the end of the training the participants will:

● Improve their communication skills with different kinds of people and in different situations (active listening, questioning, building relationships and alignment).
● They have reduced communication problems, particularly in relation to clarity, brevity and control, appreciating others’ styles and monitoring and handling objections.
● They know how to identify the customer’s needs through questions and active listening.

Training title: “The art of telephone communication with the customer”

Topics being developed:

● Prepare to accept a call
● Start a phone conversation
● Locating reason for communication
● Dealing with Difficult Customers (Alignment to the customer’s personality)
● Objection management
● Objection model and the power of objections in dispute management
● Complaints management
● The 4 ears model
● Personal communication map and alignment
● Active listening and the types of questions

At the end of the training the participants will:

● Improve their communication skills with different kinds of people and in different situations (active listening, questioning, building relationships and alignment).
● They have reduced communication problems, particularly in relation to clarity, brevity and control, appreciating others’ styles and monitoring and handling objections.
● They know how to identify the customer’s needs through questions and active listening.

Training title: “The art of written communication with the client”

Topics being developed:

● Principles of written communication
● Document structure and key features (letter and business emails)
● Document format and appearance (Beginning, middle and end)
● Principles and methods for effective email writing
● Identifying the topic and recipients
● Proofreading – editing – proofreading text
● Writing text with an emphasis on style and tone
● Writing business letters and emails
● Business email management

At the end of the training the participants will:

● They have learned rules and standards of quality writing.
● They know how to use a consistent and structured approach to business correspondence
● They know how to determine which approach and structure is the most appropriate according to the need.
● They know how to identify the steps in business correspondence.
● They use and will apply the principles of simple and clear language correspondence.
● They apply good manners and will have a professional approach to their correspondence (Business etiquettes).

Training title: “Customer service (CS), creating superior experience (CX), increase customer satisfaction (CSAT) and improve of the measure of customer loyalty (NPS)’.

Specifically:

● The importance of increasing these key indicators through supporting technology changes in the age of digital transformation.
● Understanding the differences between today and the digital age and how technology helps to increase (changes in the future through digitization and technology projects and the use of these modern tools and digital service) while improving the working conditions of the staff involved.

Topics being developed:

● Description of the concepts (CS), (CX), (CSAT) and (NPS) and their correlation with each other.
● Their importance
● Customer service today
● The importance of technology in customer service
● Customer service tomorrow
● The picture of today and tomorrow with data and statistics
● Tools and technology that can be applied and increase all indicators.

At the end of the training the participants will:

● They have understood the importance of their work in customer service.
● Know all the indicators and how they are affected by their work.
● Find out how they contribute to or negatively affect customer satisfaction.
● They know that with excellence in their work they can increase customer satisfaction.
● Understand the importance of technology in improving their work.
● They are convinced of the change of perception and mentality about their work.
● Understand that the application of technology will make their daily work easier and more pleasant.