Customer relationship by phone
Our clients - who are they, how to best work with and for them?
The prosperity of a business is determined by the number and the quality of customers: we offer them our products and services. The image, good reputation, market positioning and longevity of a company depend on the quality of the relationships it has with its customers.
So, who are our customers and how do we manage the relationship we have with them? How should we adapt our behaviour in relation to the diversity of relationships that we develop with our clients?
This training provides an opportunity to develop specific relationship skills with customers by telephone.
Target
This course is addressed to companies from all fields of activity who wish to improve the relations with their customers, especially by telephone.
Obiective curs
- Developing efficient networking skills with customers by telephone
- Understanding the customer needs and expectations
- Awareness of the need to provide the highest standards of service, thus maximising potential sales opportunities
- Structuring the communication with clients for an efficient relationship, oriented towards customer satisfaction.
Main topics
- The life cycle of the customer relationships
- Quality services offered to customers (what the customers want, magical moments)
- Building relationships with customers
- Methodologies for working with clients
- Elements of good practice
- Selling skills at high standards (communication, sales knowledge and skills)
- Sales context (identifying the needs, presenting solutions, concluding the sale)
- From unsatisfied customers to customer retention
- Customer satisfaction survey
Adina Almăjanu
Office Manager - BucharestProfessionally, 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 GroupFrom 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.
