Exceptional Customer Service
We help create a clear customer service structure to ensure employees feel confident in handling various customer service situations. With this structure, regardless of the issue, the customer will feel understood, valued, and assured that the chosen solution is the most suitable for them.
Exceptional Customer Service Over the Phone
We will help customer service representatives build an effective conversation structure and develop communication skills. By analyzing real conversations, we’ll provide guidance on managing emotional and aggressive discussions. You’ll learn how to create a positive impression right at the start of the call, master telephone etiquette, understand customer needs, offer the most suitable solutions, upsell additional products, handle objections, resolve conflicts, and foster loyalty.
Handling Negative Customers
Negative customers are part of every customer consultant's daily routine. Theory and practice are two different things, which is why we’ve developed training sessions where participants can practice and collaboratively find solutions to real customer service scenarios.
We will help you master techniques for handling situations with negative customers. This includes using tone of voice, pitch, and intonation effectively, as well as appropriate smiling and facial expressions for each situation. You’ll also learn stress management skills, overcoming objections, and structuring persuasive arguments. The training will focus on managing stress and maintaining emotional balance both during and after challenging conversations.
MBTI - Myers-Briggs Type Indicator
Understand your and your colleagues’ perceptions, decision-making processes, interests, motivations, behavior, and attitudes. Build a strong team by leveraging each person’s unique skills.
MBTI – the world’s most popular tool for self-awareness and enhancing personal and group effectiveness. The MBTI framework provides a constructive and flexible system applicable in all areas of human interaction and personal development.
An MBTI profile reveals how we perceive and interact with the world, offering valuable insights into our own and others’ motivations. It serves as a solid foundation for personal growth and development, ultimately leading to improved individual effectiveness.
Successful Collaboration in the Customer Service Team
A cohesive and well-coordinated team ensures excellent customer service, achieving set goals faster and more efficiently.
Our training invites teams to:
- Identify and align with the team’s goals and values.
- Gain a deeper understanding of each team member, their roles, and motivations.
- Create the conditions necessary for effective teamwork and collaboration.
By fostering mutual understanding, shared purpose, and strong interpersonal connections, these sessions will empower your team to deliver outstanding results and provide exceptional customer experiences.