Workshop for the people who interact with the customers by phone!
20th of October 2017, from 10 a.m. to 5 p.m. * JW Marriott Bucharest Grand Hotel
Personalized training workshops – anywhere in Romania!
I. CUSTOMER SERVICE EXCELLENCE * BY PHONE – 3,5 h
First impression oh the phone. Show you care!
Efficient communication – Actively listen to your customer!
Let’s know our customers! Let’s inform our customers!
Building trust over the phone
Use your positive and pleasant personality to attract customers!
II. EFFICIENT MANAGEMENT OF COMPLAINTS – 2,5 h
The cost of losing a Customer
Complaints – a chance to remedy the situation!
Stages of conflict resolution
The importance of language in conflict mitigation
Stay motivated! Attitude is more important than technique.
III. TEAM BUILDING – “MISSION UNDERCOVER”– 1 h
Case study: Evaluation of real conversations, through Mystery Calling
Trainer: Cosmina Voichiţa Meseşan, General Manager VBS – Business Solutions
Author of the “Mystery Shopper” guide – the only specialized book published in Romania
Member of ESOMAR – European Society for Opinion and Marketing Research
Your investment: 500 Ron / participant / 7 h or 450 Ron / participant for min. 3 persons for the same company
More information at:
Tel. 0725 928 600 & 0754 686.291 / E-mail: evenimente [at] solutiideafaceri.ro
For further details, infos or questions, please contact us.