Ascent GroupAscent Group
Ascent Group. Business Consulting
Customer care communication

Communication and customer care, open training, Chisinau

2009-09-15 09:00
2009-09-16 17:00
Europe/Bucharest

About making clients happy...

Everyone agrees clients are very important. Building and keeping best relations with clients is most important for business development. We all intend to give the best to our clients but do we really treat them as they expect? Do we adapt enough according to their needs? How efficiently do we communicate with them?

When product quality or marketing strategies don't succeed to make a difference anymore, the ultimate bastion/ bulwark competitors defend is the quality of relations established with customers: customer care.

Which are the unseen elements of customer care? What is the influence of organizational culture upon customer care? How should we respond to complaints of our clients? What's the best attitude towards difficult clients?How can we gain the trust of our clients?

These are a few questions you will find the answer through this training program.

Target

Program designed for organizations wishing to improve their relations with clients and the quality of their services

Objectives

  • Identifying customer typology
  • Understanding customer behavior
  • Evaluating individual communication abilities
  • Having a professional attitude towards clients
  • Assimilating special communication techniques
  • Understanding the role internal services play for delivering quality
  • Communicating more effectively


Main topics

  • Importance of the communication with clients
  • Professional attitude
  • Assertiveness
  • Listening levels
  • Dealing with dissatisfactions
  • Client psychology
  • Client typologies
  • Customer care versus sales
  • Internal clients

Working methodology

The training is based on the “Learning by doing” and is highly interactive, involving the participants in the ongoing games, activities, case studies. Also, during the training it will be used professional tests, which will provide participants with regard to their own personal style and the possibilities of improving it.

Following the training, each participant will receive a certificate which will certify the Ascent Group courses, the training materials and a CD with pictures and records took during the course

The training will be held in the Romanian language

Price - 220 Euro/participant

  • The price includes the both days of training participantion and the training materials
  • The price includes 2 lunch meals and 4 coffee breaks
  • The price does not include VAT
  • The companies that register more than one participant will receive a discount rate of 5% for the second participant and a discount rate of 10% for the third aplicat registered

Please find attached the profiles of the trainers and other important information.

For further details and registration please feel free to contacts us +370-222-38495, contact person – Lia Bejenaru.

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