SERVICE AND CUSTOMER RELATIONS

Goal
Raise the quality of attendance in business to maximize customer satisfaction and loyalty.

Trainers
Susana Pereira

Targets
Professionals who perform functions related to the service and customer relations.

Number of Trainees
Maximum 16 Trainees

Prerequisites
None

Overall Objectives
Enable participants with the necessary skills to perform a call (in person, telephone and email) of quality through assertive communication techniques either, the usual relationship or in potential conflict situations.

Specific Objectives

• Identify communication styles and work with assertiveness before each of them;
• Apply appropriate techniques for personal assistance, telephone and electronic of quality;
• Use appropriate communication techniques in customer relationships;
• Positively deal with complaints and trigger mechanisms to manage them.

Skills to Develop

• Assertive communication
• Care techniques (in person, telephone and email)
• Conflict management in a complaint process

Program

1. Presentation
2. Physical space
3. Skills for the care:
   
   1. Communication Styles
   2. Attitudes and behaviors
4. Support documents
5. Implication services
6. Care techniques:
   
   1. In person
   2. By phone
   3. E-mail
7. Effective management of complicated situations (conflicts / complaints)
8. Action Rating

Certificate
Training Certificate in accordance with SIGO.

Methodology
Predominantly active and demonstrative method with sporadic use of the lecture method. Use of dynamic techniques using the competencies self-diagnosis questionnaires, educational games and recording simulations.

Evaluation
Continuous assessment of the progression of the participants.

Type of Training
FC - Other training actions (not included in CNQ)

Organization forms
Classroom Course

Cronogram
Post-Laboral from 18:30 to 22:00 hours (4 sessions)
Days 1, 2, 3, 4 and 5 December

Physical Space
Theory Room

Resources / Pedagogical Materials
Slides, Datashow, Speakers, PC and Blackboard.