Trainer: Certified trainer with numerous qualifications both Kazakh and international. Specialization - Soft Skills. Experience - 15 years
Course content
Service - class
- What is a service? What is a quality service?
- The levels of service quality. Factors and criteria of quality service
- Principles of customer - oriented company
Client, committed to you and your firm
- client - the key to success
- creating Customer Loyalty
- building trust and long-term care
- what do people actually buy?
- types of customer behavior
- management Strategy and phrases in conversation with a customer
- individual barriers in communicating with clients and overcome their diagnosis
Avaricious pays seven times
- Why is it important to register a claim and process the data?
Verbal claims and the basic rules of working with them
- Difficult customers and especially to work with them
- Client dissatisfied effective behavior in a conflict situation
- Reactive behavior model
- Proactive behavior model
- Our internal resources
- Special techniques used in conflict situations
- The dictionary, which is preferably used in a conflict situation
Ethic of service by phone
- Unique corporate culture of the bank;
- Maintain the Bankʹs image: General rule of telephone calls;
- Complex cases and how to respond to them;
- Different types of clients and Ethics Response
