Customer service – Attitudinal training
Frontline employees are the face of the entire organisation; customers, clients and partners identify the company\'s services with them. Therefore, if they don\'t perform their job at an appropriate level and with the right attitude, the overall perception remains unfavorable, regardless of how much the company invests in marketing. Customer service training assists customer service representatives in mastering the most important competencies and using them smoothly.
For whom do we recommend our Customer service - Attitudinal training?
We recommend this training to all frontline employees who interact with partners and customers on a daily basis. It is for organisations aiming to enhance the quality of their services and striving to achieve the best customer experience. They wish for their customers to leave satisfied and become returning clients. It’s also for those seeking to reduce the number of complaints and increase the motivation and commitment of customer service colleagues. Working on the frontline presents a challenging task, as employees must maintain a consistent, high standard of service, remain calm and cheerful, regardless of the style or mood of the individuals they’re dealing with. The training offered by AGORA Institute aims to assist them in this endeavor.
Results of Customer service - Attitudinal training
As a result of the training, guest experience and revenue increase, service quality and the company’s reputation improve. The change manifests itself through satisfied returning customers, buyers and partners. On account of attitude adjustment, employees become more committed, motivated, and deepen their self-awareness. They don’t absorb customers’ negative emotions, but effectively solve problems with a positive attitude, aiming for maximum customer satisfaction. Customer and guest complaints decrease. The atmosphere becomes less stressful, and communication becomes smoother.
Themes and process of the programme
The training includes self-awareness tests and simulation exercises to facilitate attitude shaping.
Partner exercises, aquarium method, small groups.
How sympathy develops and the meaning of frist impression.
What is the participant's personal style? What are the five qualities that make them an outstanding professional?
By wwitching roles, what does the participant expect in terms of service?
Understanding the six most essential, universally applicable factors of professional customer service.
Developing individual effectiveness, development plan.
Attendance
In-Person / Online
Recommended group size
14-16 participants
Duration
1-2 days
Available in
Hungarian / English / German
On request
Blended learning
Format
Training
Recommended for
Frontline employees
Have any further questions regarding our Customer service - Attitudinal training?
Please provide us with your contact details and our training expert will reach out to you shortly. Or feel free to contact them via one of the options below!
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