Training objective
The goal of the Effective Service (Service+) training is to develop a customer-centric mindset in participants, improve communication and problem-solving skills, and teach practical methods that ensure high-quality service delivery.
Training content
The essence and importance of communication
Types of communication: verbal, non-verbal
Communication process: sender, message, receiver, feedback
Subjective reality
The importance of good service
How good service affects the success of an organization, discussing relevant research and statistical indicators
Service process
Dealing with a difficult customer
Managing conflict situations
Emotional intelligence and stress management
Calculating NPS and discussing its content
Training results
After completing the training, participants will be able to:
Communicate effectively and politely with customers through various communication channels (face-to-face, telephone, written)
Identify and meet customer needs and expectations
Handle difficult and conflict situations professionally
Strengthen emotional intelligence and the right attitude towards service
Increase customer satisfaction and loyalty
Have a positive impact on the organization's image and service quality
