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Customer Service and Service

OBJECTIVE

At the end of the course, the participant will be able to apply known and proven communication techniques, concepts, techniques and tools that allow a better direct, more effective treatment, and a better knowledge of the different clients or consumers of a company or organization, to raise its performance in the effectiveness and efficiency in customer service.

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WHO IS IT AIMED AT:

The course is aimed at service and sales executives, professionals, students, entrepreneurs and general staff who carry out customer service, public relations, commercial and administrative activities, whether remote or face-to-face. Responsible for leading and managing processes in which the quality of service in care is a differentiating element of the business.

Topics

Assertive communication:

- Comunication elements

- Verbal and Non-Verbal Language

- Communication Errors

- Active Listening and Empathy

- Key words and actions

- Perspectives, cultures and rhetoric

- Communication and relationship with customers

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Personal Coaching:

- Know yourself

- Esteem

- Self-control

-  Positive attitude

-  Teamwork

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Quality

- The company

- The client

- Attention to users

- Detection and satisfaction of Needs

- Handling Difficult Users

- The relationship with the Client is not personal

- Enjoy serving or Doing duty

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3. LA COMUNICACIÓN Y LA RELACIÓN CON LOS CLIENTES

  • Las funciones del mensaje

  • Escucha Activa

  • Comunicación asertiva

  • Barreras Comunicacionales

  • Lenguaje verbal y no verbal

  • Uso adecuado de frases y palabras que abren puertas y mejoren la relación

  • Actitudes en la comunicación

  • Velocidad de respuesta

  • Comunicación escrita

  • Protocolos de comunicación según conducto regular

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4. LA CALIDAD PERSONAL COMO BASE PARA UNA MEJOR ATENCIÓN AL CLIENTE

  • Inteligencia Emocional

  • La motivación y autoestima

  • Manejo del estrés

  • Gestionar las experiencias, personales y laborales

  • Empatía y autoanálisis

  • Trabajo en equipo (trato con el cliente interno)

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