Personal and Business Competencies / Customer Service

How to serve customers professionally - training for internal and external customer service departments

The training focuses on the development of professional customer service skills, both internal and external. The workshop program combines theory and practice, using real situations from business life. Participants, through exercises and simulations, improve techniques of communication, relationship building and dealing with difficult situations. Classes are conducted using the workshop method with the use of camera and case analysis.Participant profile

Issues

Customer service standards and building a professional corporate image
Psychology of the customer and methods of analyzing their needs
Techniques of active listening and verbal communication
The importance and interpretation of body language in customer service
Typology of customers and customization of service style
Methods of dealing with difficult situations and conflicts
Building long-term relationships and customer loyalty
Savoir-vivre in customer service
Questioning and interviewing techniques
Strategies to neutralize the customer’s negative emotions
Practical tools to support customer service
Methods for building and maintaining positive business relationships

This training is part of the path:

Customer Service Officer IT Support Specialist (Helpdesk/Service Desk).

Benefits

Establish and maintain proper contact with customers
Analyzing motives of behavior and solving customer problems
Use of effective communication and benefit language
Adequately respond to customer objections, complaints and comments
Personal methods to build customer loyalty

Prerequisites

Basic knowledge of the principles of interpersonal communication
A minimum of 3 months' experience working with customers
Willingness to participate in practical exercises with a camera
Openness to receive feedback

Training program

Customer service based on company and personal standards
The art of creating an image of customer service people.

Customer typology as a map leading to building positive relationships and understanding the customer
principles of cooperation with various customer programs.

establishing contact with the customer
methods for openly expressing positive intentions
behaviors that inspire customer confidence
Elementary rules of savoir-vivre in dealing with customers.

methods of discovering motives of customer behavior (4 effective techniques)
Positive customer emotions - how to reach and sustain them
Negative emotions of the customer - how to understand and neutralize them.

Active listening methods - the key to gaining customer trust
training of benefit language and referring to the customer's senses
Skillfully ask the right questions to ensure success in the conversation with the customer
Rules and principles of professional use of body language.

Customer objections, complaints and comments - how to respond to them optimally? (7 techniques)
Assistance in hopeless situations - proposing alternatives to meet the needs of dissatisfied customers.

Technical methods of building loyalty with the customer: newsletters, nurturing important occasions, etc.
How not to take 'hostages'? Fatal practices in building customer loyalty.

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

Who is the How to serve customers professionally - training for internal and external training for?

This training is designed for professionals looking to develop skills in how to serve customers professionally - training for internal and external. Required level: intermediate.

How long is the How to serve customers professionally - training for internal and external training?

The training lasts 2. Available in online or on-site format.

Will I receive a certificate?

Yes — every participant receives a completion certificate confirming acquired competencies. EITT holds ISO 9001 accreditation.

Can this training be conducted for a closed group?

Yes — we offer dedicated closed trainings for companies. We customize the program to your team's needs. Contact us for an individual quote.