Course: Customer Service

1. Course Introduction and Objectives.
2. Why does a client contact us after making a purchase? The Incidence Matrix. Classification and Types.
3. Active Listening for a Client with an Issue.
4. Effective Management of Empathy and Client Emotions.
5. Providing Suitable Responses to Client Requests.
6. Practical Application.
7. When Does an Issue Become a Complaint?
8. Effective Complaint Management.
9. Practical Application.
10. Why Does a Complaint Become a Claim?
11. Effective Claims Management.
12. Assertive Communication: How to Say “No” to a Client Without Upsetting Them.
13. Written Communication: Responses to Clients Should Be Polite, Precise, and Solution-Oriented.
14. Practical Application.
15. Course Summary and Closing.

In-person: The deductive training methodology “Learning by doing” will be used, where participants not only acquire new knowledge but also practice it in the classroom. Additionally, case studies, questionnaires, movie scenes, assignments, group discussions, and role plays will be utilized.

Online: The training courses in online format are developed using the Flipped Training methodology, which combines live sessions with a specialist trainer via webinar, with situation analysis, discussions, and group work carried out by participants both individually and collectively. Its compact format allows for maximum utilization of the sessions and compatibility with professional obligations, ensuring a quick transfer of the knowledge learned to the workplace.