Customer Support

• 3

• 1

• 4

  weeks

Upon completion of training through the different units, the user will be able to:
– Position the organization for customer service
– Welcome the client
– Take care of customer needs
– Manage customer demands
– Identify the phone call phases
– Discriminate the parameters of telephone communication
– Prepare to make a phone call
– Manage telephone communication skills
– Resolve telephone communications incidents
– Identify the phases of complaint management
– Reduce customer hostility
– Use self-control techniques
– Manage communication skills
– Resolve incidents in complaint management

• 3

• 1

• 4

  weeks

MOD. 1: QUALITY IN CUSTOMER SERVICE

Position the organization for customer service
- Quality of service
– Reasons for the change
– Internal clients and users
- Customer service
- Customer orientation
– Procedures and personal treatment
– Positioning
– Degree of satisfaction

Welcome the client
– Customer service process
– Repercussions
– Personal costs
– Personal advantages
– Repercussions on health
– What is customer service
– What customer service is not
- Positive attitude
- Stage
– Psychological predisposition

Control materials
– Demand identification
– Obstacles to the identification of demand
– Balance needs/services
– Positive climate
– Negative climate
– Hidden needs

Manage customer demands
- Customer loyalty
- Cross selling

MOD. 2: TELEPHONE MANAGEMENT WITH CUSTOMERS

Identify the phases of the phone call
– The phases of a call
– Criteria for planning a phone call
– First contact: greeting and identification
– The reason for the call
– Resolution of the claim
– Closing and farewell

Discriminate the parameters of telephone communication
– General considerations about communication
– Particularities of telephone communication
– Paraverbal language: the management of the voice
– Verbal language or the content of speech
– Managing telephone silence

Prepare to make a phone call
– Prepare the physical stage and resources
– The emotional state
– Anxiety reduction
– Breathe correctly: diaphragmatic breathing
– The technique of self-instructions

Manage telephone communication skills
- Basic abilities
- Active listening
- Empathy
- Questions
– Rephrase
– Management of hostility
– Assertive skills

Resolve telephone communication incidents
- Presentation
– Detection
– Concertation and argumentation
– Closure
- Farewell

MOD. 3: MANAGEMENT OF COMPLAINTS AND CLAIMS

Identify the phases of complaint management
– Usefulness of complaints
– Importance of complaints
– Complaint scenario
– Complaints and claims
– Complaint and claim process
– Common situations
– Customer expectations

Reduce customer hostility
– Hostile states
– Reduce anxiety
– Graduation of hostility
– The hostility curve
– Increased hostility
– Reduction of hostility
– Introduction of reducing elements

Use self-control techniques
– Self-control
– Self-controllable aspects
– Resolution strategies
– Thought control
– Behavior control

Manage communication skills
– Phases and skills
– Skills to collect information
– Skills to inform and solve

• 3

• 1

• 4

  weeks

6