Customer Care

Making clients happy

Everyone agrees clients are highly 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? Are we sufficiently adaptable to meet their needs? Or do we, rather, stick to a clear-cut procedure that we refer back to indiscriminately, every time?

When product quality or marketing strategies don’t succeed in making a difference anymore, the ultimate stronghold competitors defend is the quality of the relations established with customers: customer care.

What are the unseen elements of customer care? What is the influence of organisational culture upon customer care? How should we respond to the 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 to through this training program.

Who is it for?

A program designed for organisations wishing to improve their relations with clients, as well as the quality of their services.

Course objectives

  • Identifying customer typology
  • Understanding customer behaviour
  • Evaluating individual communication abilities
  • Having a professional attitude towards clients
  • Understanding the role internal services play for delivering quality

Main topics

  • Importance of communication with clients 
  • Professional attitude
  • Dealing with dissatisfactions
  • Client psychology
  • Client typologies
  • Customer care versus sales

Adina Almăjanu

Office Manager - Bucharest

Professionally, Adina's experience comes mainly from the human resources and training field, being for many years a trainer and project coordinator in international youth programs (e.g.: Erasmus), or trainer and human resources consultant in national and international projects, for private companies and NGOs.

Adina is currently Ascent Group's Office Manager. in Bucharest, but also an HR specialist & trainer of the Ascent Group, with experience both as a trainer in programs to develop presentation and communication skills, develop leadership skills, build and develop the team, team building, or design thinking capabilities, for local and multinational companies. Not last she was the coordinator of numerous personnel development programs and assessment centers for prestigious companies.

Lia Bejenaru

Senior Partner Ascent Group

From a professional point of view, Lia's experience is a multidisciplinary one, both in public administration, in the Parliament of the Republic of Moldova, and in project management within the European Center for Bessarabia, of SME's Union - Brussels, respectively in collaboration with the foundations of Konrad-Adenauer-Stiftung, Westminster Foundation for Democracy (WFD), Robert Schuman Foundation, Eduardo-Feri Foundation and USAID.

In the private sector, Lia has been active for several years as financial manager of the NRG Interactive Group followed by a career in the field of public communication and media as prime-time news presenter at Publika TV, news editor, reporter and special correspondent at international events. The journalistic activity has been intertwined with the one as consultant, trainer and manager within the Ascent Group, in Romania and the Republic of Moldova, with Lia coordinating the Ascent Group's office in Chisinau for over 15 years.