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Realizujeme projekty zamerané na rozvoj vidieka
Európsky vzdelávací inštitút, n.o. pripravuje v spolupráci s AGROGENOFOND, n.o. tri projekty v oblasti vzdelávania ľudských zdrojov v poľnohospodárstve.
Ambíciou projektov je pripraviť v období od septembra 2010 do októbra 2011 cyklus 12 vzdelávacích seminárov zameraných na podporu diverzifikácie činností poľnohospodárskych subjektov v rámci celého Slovenska.
Projekty sú spolufinancované zo zdrojov Operačného programu Rozvoj vidieka SR 2007-2013, opatrenia 3. 3. Vzdelávanie a informovanie.
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Professional Customer Service (Communication with Difficult Customers)
Date
Upon interest
Place
EVI n.o., Štúrova 3, Bratislava
Target Group
All those, who communicate with customers, clients in English, mainly sales managers, sales representatives and call centers operators.
The Goal of the Training
It is the aim of this training to enable the participants to:
- Implement the standards of professional customer service
- Communicate better even with difficult clients in English
- Analyze customers’ reactions and select the most appropriate from the variety of responses to these inputs
Content
- Customer service standards
- Verbal and non-verbal communication with customers
- English speaking customers
Types of customers and the right responses - Assertive, aggressive and passive behavior
- Dealing with manipulation
Adding value to clients - Customers’ loyalty
- Telephone etiquette
- Dealing with difficult customers
- Reducing complaints
- How to response to NO
- Methods and techniques: discussion, simulations, interactive exercise, role plays, case studies, and video recording.
Number of participants in a group
4 – 10
Duration
1, 5 – 2 days
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