Customer service training

Speak the client's language. Build a strong brand. Generate more profits.

Scroll

Participate in professional customer service training

Professional customer service is not only about sales. It is building long-term relations in the first place. Customer centricity is a business model that puts the consumer’s needs first. Find out who the modern customer is and what one’s expectations are. Learn to receive the signals the customer sends, both verbal and non-verbal. Learn the conversation and impact techniques to build consumer loyalty and create a positive brand image.

Fill out the contact form

Customer service training is for you if you…

Want to improve the quality of service in your company, institution or organisation

Recognition of the customer’s needs is one of the most important skills of a competent seller, trader and member of the administration staff. Learn the differences between direct and telephone customer service and the useful techniques for face-to-face and indirect communication.

Want to know modern standards of customer service

Modern customers are aware of their needs. They have high requirements for service. They expect personalised contact and a quick solution to the problem. Improve ongoing customer service by equipping your employees with the knowledge of communication and customer experience.

Want to know how to deal with a "difficult" customer?

An aggressive customer is not your enemy. This is a person whose needs have not been fully met at a particular stage of the service process, while the emotions are incomprehensible. Reservations, complaints and objections offer a chance to open a new chapter in the seller–customer relationship.

Want to implement inclusive language for communication

Involve people with special needs in corporate communication. Openness to diversity is one of the fundamental principles of modern customer service. Discover the role of empathy in the sales process. Meet the standards of service for a client with disabilities or a foreign client.

Who do we dedicate the training to?

We invite to participate in the professional customer service training individuals responsible for the customer experience, including salespeople, shop assistants, administration, institution and organisation staff, customer advisors, sales representatives as well as management personnel: managers, team leaders and business owners.

You will learn during the customer service training:

  1. what types of customers there are;
  2. how we distinguish personality types;
  3. what methods of influence are out there;
  4. 5 steps to being assertive;
  5. what the halo effect is and how to recognise it;
  6. how to communicate with customers effectively;
  7. how to support people with special needs in daily communication.

Agnieszka Świst-Kamińska – self-presentation psychologist, coach, stylist

  1. Founder of the Academy of Men’s and Women’s Style. Educated as a self-presentation psychologist, educator, and stylist, she is a graduate of the Academy of Social Sciences, London’s Central Saint Martins University of the Arts, and Monika Jaruzelska’s School of Style. She offers training in the psychology of self-presentation, coaching, and soft skills for both corporate and private clients.

  2. She sees fashion as a tool for shaping self-presentation and achieving specific goals. Always attentive to the latest trends, she prioritizes the needs and expectations of the individuals she works with. With her expertise in the psychology of self-presentation and extensive experience in the fashion industry, she successfully helps her clients build a professional image and enhances soft skills crucial for both personal and professional life.

  3. She assists in the vocational activation of individuals with physical disabilities through such means as education in self-representation and image creation as well as communication techniques and stress management strategies.

  4. She works with individuals from the business sector, enhancing their understanding of business ethics. During image training workshops, she demonstrates how to apply newly acquired skills in practice to achieve goals faster.

  5. The school traces its origins back to 2014. Initially named the School of Style for Men, the project aimed to meet the demand for knowledge about luxury products, broaden horizons, and ignite men’s interest in good style, taste, and the art of living. Over time, the project evolved into its current form. Today, the Academy of Style for Men and Women welcomes anyone wishing to shape their image consciously

Read more
* * *

Customer centricity is a strategy using trust as its main “currency”. Trust generates profit.

* * *

Customer service course - methodology

Service of a customer with disabilities, difficult customer and professional customer service in the office are the topics that we work on through interaction and discussion. Course participants will learn techniques for handling stressful and conflict-inducing situations. They will put newly learned skills into practice.

Training programme

  1. What affects the cultivation of a good relationship with the customer
  2. First impressions – the 3-second rule
  3. Verbal and non-verbal communication
  4. Halo effect and impression management
  5. Halo effect – exercises
  6. Methods of influence
  7. Indecisive customer
  8. Models of dealing with a client – exercises
  9. Can we be afraid of a client/petitioner?
  1. Different types of customers
  2. How to ask questions
  3. How to listen skillfully
  4. Paraphrasing
  5. How to handle emotions
  6. Exercises – simulation of a conversation with a “difficult” client/petitioner
  1. Learning your strengths and weaknesses
  2. Difficult customers – who are they?
  3. How to be assertive while dealing with a difficult client?
  4. Practical exercises – negotiations, conversation with a potential client,
  5. assertiveness
  6. Managing stress during a conversation
  7. Key conversation strategies and techniques
  8. Practical conversation techniques – keys
  1. Discover customer needs by exceeding expectations, improving accessibility and providing fast, personalised contact
  1. Start a conversation – sparking customer’s interest
  2. Conversation techniques
  1. Mail form
  2. Returns
  3. Writing style
  1. Responses to different customer behaviours
  1. conversation simulations, video examples
  1. Understanding the needs of the disabled
  2. Ways of treating people with disabilities – what to do and what to avoid
* * *

Emotions create impressions, and impressions build the Customer Experience. Effective customer service is the ability to manage emotions.

* * *

Register for a customer service course that will help you build long-term relations with customers. I organise individual and group training across entire Poland (including Warsaw, Wrocław, Poznan, Katowice).

Fill out the contact form

See other trainings: