I HAVE THE POWER SERVICE Excellence is the Course I Have the Power to help improve the service of your company.
The participants will improve their performance with regard to cross-cutting skills.
The concept of Customer Service
– Why a Service of Excellence
– Positive factors for a Service of Excellence
– Aspects by which a Quality Service is guided
– Reactions to a Service of Excellence
Skills of a Service Professional
– Customer needs
– What is being an Excellent Professional?
– Attitudes and Behaviors of Excellence
– 5 pillars of Care
– Excellence in Service
– Plan success
The Importance of Communication
– The importance of nonverbal communication
– Principles of Effective Communication
– Communicational Attitudes
– Attitudes that oppose Empathy
– Positive language
– Communication in attendance
Answering a call:
– Rules for a good telephone service
– Good and clear communication
– Causes of conflicts
– Types of conflicts
– Preventing conflict
– Strategies to deal with conflict
– Styles to deal with conflict
– Practical advice
How to put difficult customers on our side?
Duration: 21 hours / 3 days
Time: To be defined according to the customer.
Dates: A Set according to the customer.
Minimum number of participants: 5
Maximum number of participants: 10
Location: Customer facilities
– an excellent course +
– documentation +
– IHTP Diploma +
– 3% discount on credits for future purchases +
– Payment of registration must be made before the start of each course
– travel and subsisting costs are in addition.