Customer relationship skills training

The goal of the training:

As the very first step in the sales process we have to fulfill the need for information of our potential clients and develop a personal atmosphere, sympathy, or even affection at the same time. We can do it in person, via phone or email, chat and several other ways. If we answer all of their questions and provide them with relevant, comprehendable and correct information, are we done, have we gained their commitments?   Unfortunately it essential but not sufficient. Customer service managers must be capable to reveal the desire, occasionally fears and motivation of the client, every relevant – subjective and objective –  decision elements that may hinder the signing of the deal. This requires high emotional intelligence  and knowledge of professional (psychological and technical) tools.

The less impressions we have (from phonecalls to chat) the more difficult is to act successfully. Therefore we consider it essential participants to develop the ability to bridge the metacommunication shortfalls by improving their emotional intelligence, to employ modern communication devices with self-confidence and effectiveness, to recognize and understand the personality– and behaviour signs of their negotiation partner and themselves, to build the bridge of trust, to have an emotional effect and ethically but also effectively drive the entire process from the first contact to re-marketing.

 In order to reach these goals we work on the following subjects:

• DISC / Success Insight method (personality typology)
• Adaptation to different behaviour types and control
• Negotiation rules and techniques
• Depositing into the trust-account ,
• The taste of the price-burger,
• Types of questions and effective questioning techniqes,
• The universal rules of making a contact (first impressions, recognizing the different personalities and behaviour, building the „bridge of trust”, politeness)
• Communication according to age and gender (volume, phrasing, handling reaction time)
• Tools of effective communication (verbal, non-verbal, questioning techniques, active listening, making notes, feedback)
• Assertive communication
• Contact in person (greeting, ice-braking, how to conduct a meeting, next steps)
• Contact via phone (rules of phonecalls, overcoming metacommunication shorfalls)
• Contact via email or chat (phrasing)
• Coping with troubled clients and handling complaints
• Stress management, stress-relief in the workplace