Book your Course Professional in Customer Service – Promotion up to 80% – Product no. F11. With this course you will learn the following skills:
- Agile working methods in the office
- Ready to talk on the phone: agile conversation techniques
- Daily Challenge: Master tough phone calls
- Successful teamwork between sales and customer service
- Self-management in the office
- Decisions under time pressure – strengthen your resilience
Price for the Course Professional in Customer Service
Price: 980,– £ excl. 19% VAT.
Included in the price:
Participants documents as PDF, 3-course meal, coffee, tea, soft drinks and snacks in the breaks
Book online with the product no. F11. Convenient and easy with the course form online.
Your benefit with the Course Professional in Customer Service
- Agile working methods in the office
- Ready to talk on the phone: agile conversation techniques
- Daily Challenge: Master tough phone calls
- Successful teamwork between sales and customer service
- Self-management in the office
- Decisions under time pressure – strengthen your resilience
Target group for the Course Professional in Customer Service
- Office managers and employees in the office
- Customer Service, Internal Sales, Sales Assistant, Customer Service
- Assistance for management, teams or projects
Book the Course Professional in Customer Service conveniently and easily with the course form online.
Each participant receives with the Course Tools and Checklists on the topics:
+ S&P Tool Box: Agile techniques for office management + S&P Guide: Right Phone Calls
+ S&P checklist: 10 tips for successful objection treatment
+ S&P test: Evaluate your own communication strengths
+ S&P Test: Do you know your decision-making behavior?
+ Checklist: The 7 Most Effective Decision Making Techniques
Program Day 1: Book the Course Professional in Customer Service
Agile working methods in the office
- How do I establish an agile office management?
- More flexibility in daily business – use of agile techniques:
- Scrum, Kanban & Co.
- Design Thinking for difficult tasks
- Barcamp and Ted Talk
- Create flow and establish a pull system
- Agile processes: better cooperation in the company
- Clearly define “rules of the game” in Office Management
- Bringing colleagues on board – making agility a common cause
Each participant receives the following S&P products in the Course Professional in Customer Service:
+ S&P Tool Box: Agile techniques for office management
Ready to talk on the phone: agile conversation techniques
- How do I start? Hanger for a successful conversation
- Agile techniques in consultation and customer discussions:
- With the right questions you catch good fish
- ZOPA, BATNA & Co.
- Sell concessions well
- The best tactics for the phone:
- The big bite
- Bad news / good news
- Get customers on board with the salami tactic
-
False friends in communication
Daily Challenge: Master tough phone calls
- Receive telephone complaints and complaints confidently
- The caller is frustrated because he has been connected again and again
- Interrupting lengthy, inappropriate phone calls skillfully
- “I want to talk to the CEO!”
Each participant receives the following S&P products in the Course Professional in Customer Service:
+ S&P Guide: Right Phone Calls
+ S&P checklist: 10 tips for successful objection treatment
Program Day 2: Book a Course Professional in Customer Service
Successful teamwork between sales and customer service
- Effective cooperation and optimal coordination
- Special position between customer and field service:
- How you do not get caught between the fronts
- Convey unpleasant messages
- Dealing with angry and aggressive interlocutors
- The back office role: being a competent “contact point” for third parties:
- Moving Motivators: Motivating yourself and others
- Agile teamwork with SCARF
Each participant receives the following S&P products in the Course Professional in Customer Service:
+ S&P test: Evaluate your own communication strengths
Self-management in the office
- Resilience: getting to know self-management techniques
- New techniques of self-management:
- Agility as a solution
- Say No: gaining time for the essentials
- Planning Poker
- Start Doing – Keep Doing – Stop Doing
- Agile Work Organization: Networking and Collaboration
- Set priorities correctly – which tasks are really important?
- Recognizing time thieves and successfully preventing them
- Reduce complexity with the ALPEN method:
- Planning work processes consistently
- Design agile processes
- Daily Stand-Up
Decisions under time pressure – strengthen your resilience
- Analyze the decision situation, define goals and weigh up alternatives
- Decision-making methods:
- Silent prioritization
- point vote
- Kill the stupid rule
- Make important decisions – alone or in a team?
- The fear as decision-making killer No. 1
- When things have to go fast: Deciding safely under time pressure
- Consequential decisions: weighing impact
Each participant receives the following S&P products in the Course Professional in Customer Service:
+ S&P Test: Do you know your decision-making behavior?
+ Checklist: The 7 Most Effective Decision Making Techniques
Your Contact Person for the Course
Do you still have questions about our Course? You need a consultation or would like to register? We gladly support you:
Department of Continuing Education
Office London:+44 (0)2077180 – 282
Office Vienna:+43 (0)1 99460 – 6448
Office Munich:+49 (0)89 452 429 70 – 100
Office Hannover:+49 (0)511 93 639 – 460
E-Mail: service@sp-unternehmerforum.de
Book online with the product no. F11. Convenient and easy with the course form online.