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Service

The profitability ofthe company, especially working in the service sector, directly depends on the quality of service. Such organizations include hotels, restaurants, health, sports, entertainment centers, clubs, cultural organizations, various customer service departments. The professionalism of employees in the field of service is manifested in the ability to find a common language with the client, understand his needs and create conditions for the formation of his loyalty.

Goals and objectives of training
Trainings for the service sector are aimed at solving problems related to customer service. The more effective the staff, the better they understand and implement the concept of quality service, the higher the sales volume, the higher the competitiveness and sustainability of the business. The purpose of training is service management, where training as an active form of training as quickly as possible allows you to form the necessary skills in the field of customer orientation among employees.

Post-training outcomes
After passing the training on customer service, employees in their work will be able to eliminate errors in the provision of service, improve methods of increasing customer satisfaction, learn how to use technologies for forming true customer loyalty, in which the client becomes committed to your company. In this case, the client approves of the behavior of employees, the activities of the company itself, the goals of the organization and the way of doing business. Such customers become less sensitive to price and as a result can pay more for a product or service, remain loyal to the company even with certain inconveniences, have little idea of their lives without it and therefore re-apply to the company, recommend the organization to all their surroundings.

1.STANDARDS OF
MODERN SERVICE
Purpose: formation of a model of effective service and development of tools for improving the service in working with customers.
Duration – 8 ak. p.

PARTICIPANT RESULTS

· They will study the concept of service, effective service and customer satisfaction.
· Analyze the factors and master the tools that affect customer satisfaction.
· Investigate common mistakes in working with clients.
· They will learn new techniques and methods for managing the subjective perception of the client, the speed of service provision, and the waiting time.
· They will learn to create a feeling in the client of a quality service.
· They will learn how to identify verbal and non-verbal signals when working with clients.
· Listening techniques will be worked out.
· They will study the techniques of working with ambiguous information.
· They will learn how to work with objections and complaints of customers.

2. CUSTOMER-ORIENTED APPROACH: CUSTOMER SATISFACTION AND LOYALTY
Goal: formation of a customer-oriented approach among employees.

Duration – 8 ak. p.

PARTICIPANT RESULTS

· Get acquainted with the tools for forming customer satisfaction
· They are aware of the importance of service standards and their necessity.
· Realize the importance of the level of emotional intelligence for employees of the service sector.
· Gain skills in managing non-verbal communication channels.
· Verbal and non-verbal adjustment techniques for the client will be worked out.
· They will work out the techniques of clarifying the client's request, they will learn how to set queries.
· They will learn how to effectively present the service.
· They will get acquainted and work out the algorithm for working with objections.
· They will learn to influence the client at the stage of completion of the transaction.

3. CUSTOMER COMPLAINT AS A GIFT
Purpose: formation of positive attitudes among participants in accepting complaints and claims of customers.

Duration – 8 ak. p.

PARTICIPANT RESULTS

· They are aware of their own resources and will be able to effectively use them in the process of work.
· Recognize the importance of complaints and claims to increase customer loyalty.
· Get detailed ideas about the stages of working with the client making a complaint.
· Master and work out the formula for working with complaints.
· Get a workshop of empathic interaction with customers.
· Learn how to correctly recognize customer requests.

4. CLIENT TYPOLOGY. WORKING WITH DIFFICULT CLIENTS
Purpose: to develop skills to work with different types of clients, including difficult clients.

Duration – 8 ak. p.

PARTICIPANT RESULTS

· They will study the typology of customers.
· They will work out the skills of working with clients at different stages of decision-making.
· Learn how to work with different types of customers.
· Learn technologies for effective interaction with difficult customers.
· They will work out scenarios for negotiating with different types of clients.
· Learn how to manage their own resources for the effective work of various types of clients by customers.
· Learn techniques to neutralize aggressive behavior of the client.

5. SELF-REGULATION AND STRESS TECHNIQUES
Purpose: training in techniques and techniques of self-regulation that prevent the development of stress in the workplace.

Duration – 8 ak. p.

PARTICIPANT RESULTS

· They will study the typology of customers.
· They will work out the skills of working with clients at different stages of decision-making.
· Learn how to work with different types of customers.
· Learn technologies for effective interaction with difficult customers.
· They will work out scenarios for negotiating with different types of clients.
· Learn how to manage their own resources for the effective work of various types of clients by customers.
· Learn techniques to neutralize aggressive behavior of the client.

6. PROFILING
Purpose: training in the skills of operational psychodiagnosis of a person.

Duration – 8 ak. p.

PARTICIPANT RESULTS

· They will study the features of operative psychodiagnostics of a person.
· They will learn to determine the structure of personality.
· They will study the characteristics of a person's character, their professional prospects and development zones, risks and methods of motivation.
· Master the skills of operative non-instrumental psychodiagnosis of a person.
· They will consider the types of psychological conversations, interviews and interviews: motivational conversation, structured interview research of "risk groups", interview research of work motivation.

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