Service and customer care strategy
The training focuses on building long-term customer relationships through effective service and care strategies. During intensive hands-on workshops, participants learn advanced communication techniques and methods for solving customer problems. The program combines theory with practice, using real-life scenarios and simulations, allowing immediate application of the knowledge gained.
Issues
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Psychology of customer service
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Customer Relationship Management (CRM)
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Interpersonal communication techniques
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Customer service quality standards
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Problem solving methodology
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Analysis of customer needs and expectations
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Building customer loyalty
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Claims management
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Measuring and monitoring customer satisfaction
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Customer experience design
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Sales techniques in customer service
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Handling difficult situations and conflicts
Benefits
- The participant will develop the ability to build and maintain long-term relationships with clients based on trust and professionalism
- Effective communication and active listening
- Will learn how to effectively resolve conflicts and transform difficult situations into opportunities to develop customer relationships
- Will learn methods of analyzing customer needs and adjusting offers to meet their expectations
- Will master techniques for dealing with stress in challenging situations
- Will develop the ability to design positive customer experiences at various points of contact with the company
- Will gain knowledge of the latest trends and tools in the area of customer service
Who is this training for?
Prerequisites
- Minimum 6 months of experience working with customers
- Basic knowledge of customer service processes
- Experience in dealing with customers
- Knowledge of the company's specific industry and products
Training program
Psychology of customer relations
- The life cycle of a customer relationship
- Identification of customer needs and expectations
- Building long-term business relationships
Communication with the customer
- Active listening and questioning techniques
- Verbal and non-verbal communication
- Adapting the communication style to the type of customer
- Conducting difficult conversations
Customer experience management
- Customer path mapping
Designing a positive experience
- Service standards and customer touch points
Measuring customer satisfaction
- Resolving problems and conflicts
- Methodology for solving customer problems
- Techniques for de-escalating conflict situations
- Turning complaints into business opportunities
- Proactive prevention of problems
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 Service and customer care strategy training for?
This training is designed for professionals looking to develop skills in service and customer care strategy. Required level: advanced.
How long is the Service and customer care strategy 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.
Request a quote
Funding Options
Check funding options for your company
Development Services Database
Up to 80% funding for SMEs from EU funds
Check availabilityNational Training Fund
Up to 100% funding for employers
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We train teams at Poland's largest companies
Interested in this training?
Contact us - we'll prepare an offer tailored to your organization's needs.