polska wersja 

Course objectives:

1. Learning the European Standards of Customer Service
2. Learning the standards
3. Application of the good practices of customer service
4. Professional customer care methods

Benefits for participants:

1. Increasing the quality of customer service in your business
2. Developing the communication competence with customers (focus on English)
3. Enhancing your image in the eyes of the most demanding customers
4. Developing methods of dealing with different customers

Target group:

1. Restaurants: managers, waiters, bartenders
2. Banking: cashiers, customer advisors, consultants
3. Pharmacy: reception staff
4. Hotels: reception staff, marketing specialists, room service staff
5. Law firms

Date:               October 1-2, from 9.00 to 17.00 + individual consultations
Location:        Wroclaw,
Trainer:           Grzegorz Duda
Training fee:   950 PLN per person. Groups of more than 3 people ? 10% discount

The training fee includes: participation in the training of one person, training materials, training report,  certificate of completion, telephone coaching and e-coaching, individual counseling and consultation with an expert for a month after the training, lunch and refreshments during the training.

Session 1. Customer Service Culture.

• A few historical facts.
• New times, new customs. Does every country have its own customs?
• The fundamental values.
• Analysis of your customer service skills.
• Customer service culture.

Session 2. Customer Service Standards.

• Phases of conversation with customers.
• Book of "savoir vivre".
• What do we mean by the European Standards of Customer Service?
  Customer service styles - A friend, observer agent, chameleon? What does it mean to be an expert for the customer?
• "Customer is always right? - customer typology. Why don't the customers let us
   serve them?

Session 3. Communications Rules.

• The essence of communication.
• Communication channels - a bit of psychology .
• Posture and gestures.
• Dress code - the most common mistakes.
• The most important techniques of active listening.
• Barriers.
• Loss of information and lapses - communication "Bermuda Triangle".

Session 4. Assertiveness in Customer Service.

• Assertiveness.
• Helpful features of character.
• Techniques of solving problems and dealing with difficult situations.