Consistent customer orientation is the basis for winning new customers as well as securing and expanding existing customers.
All employees must be "fit" in this respect and be aware of the importance of customer orientation for the success of the company.
for the success of the company.
In addition to the principles of customer-oriented behaviour in day-to-day business, this training focuses on communication behaviour.
How do I behave on the phone in customer contact?
How do I correspond in a customer-oriented way, especially with e-mails?
Awareness of customer orientation is strengthened.
The opportunity for customer loyalty from complaints is recognised and used.
Employees learn safe and competent telephone customer care, customer loyalty is improved.
Learning objectives
Create awareness of the high value that the customer represents for the company.Show ways that help employees to permanently implement personal customer orientation.
- both internally and externally.
Developing and strengthening goal-oriented and efficient conversation skills
Professional communication by e-mail
Contents
- Preparatory task on the topic- Importance of the internal customer / customer orientation
- Fundamentals of communication, mechanisms of voice and
Language
- Active listening, targeted questions, solution-oriented
Conversation management
- Telephone behavior
- E-mail correspondence
Seminar format
