GOAL:

In this training we aim to present fundamental principles in service quality differences and help to improve communication quality of workers' with customers.

Müşteri hizmetinde profesyonel bakışın öneminin vurgulandığı programda ; müşteri ile önce anlamak daha sonra anlaşılmak adımları ile etkin iletişim kurma, iletişimin önündeki engellerin farkına varma bu engelleri kaldırabilmek için yapılabilecekler, olumsuz durumların kaynağını belirlemek ve bu durumları önleyebilmek için farklı bir anlayışla yaklaşmak, zorlayıcı durumlar karşısında kontrollü davranmak ve bu durumlarda hem kendimiz hem de karşı tarafın kazandığı sonuçların elde edilmesi başlıkları ile çağrı merkezi müşteri ilişkileri yönetiminde nasıl daha iyi bir performans sergilenebileceğine dair bilgi ve beceriler paylaşılmaktadır.

Behavioural aims

At the end of this training, participants will:

• Distinguish different customer types and identfy critical factors for a successful communication
• Gain awareness in understanding correctly customers' needs, views, hesitations and complains.
• Gain awareness in how to minimize the effects of damaged relations in consequence of adverse communication with customer
• Be informed on how to end difficult times in a win-win situation by taking over the conversation
• Learn practical methods to handle the bitter fruits of job stress and aviod it overshadow to professionalism

METHOD

• Extensive knowledge sharing
• Lively and comfortable approach
• Social styles test and analysis
• Up to date and various samples
• Fictious scenario practices (with voice recording) and feedbacks

CONTENT

• Customer oriented service and approach to customer
  • We're all different
  • Differency reasons
  • Differency in perception
  • Comprehend customer needs
  • Making difference in service quality
  • Service professionalism
  • Practice: Difference creating service quality
• Effective communication in customer relations
  • Communication preventing factors
  • Fundamental steps of communication
  • Answering incoming phone calls - first step - triple reception
  • First understand, later be understood
  • Efficient listening
  • Practice: Listening practices
  • Practice: Listening inner voice by pausing
  • Practice: Asking to understand
  • Conversation retaining
  • Expressions that takes away the professionalism on phone conversations
  • Expressions to use on phone conversations to make a difference
• Knowing own style (social style test and analyze)
  • Different customer styles and get on with them
  • Important steps in meeting different customer needs and efficient communication.
  • Behavioural differences
  • Characteristics of own communication style and aspects to develop
  • Communication for matching results with customers.