Customer care management training

Professional management of customers

One day inter-company seminar, theoretical and practical, to review communication techniques and emotional processing of complaints.

The evaluation of the acquired techniques is performed through exercises. During the course Role-play and situational scenarios are essential. At the end of the seminar, training is validated with a proficiency-testing exam attested by a course-completion certificate. 

Online course support. A secured access allows the download of course material after subscription.

Pedagogic goals

  1. Enhance the public image of the company by a professional handling of incoming phone calls;
  2. To acquire theoretical and practical knowledge of greeting parameters;
  3. To implement a quality charter to improve customer greeting.

Target group

This training is intended for any personnel that are in regular direct and telephone contact with your customers.

  • Operators
  • Receptionists
  • Secretaries
  • Assistants

Chapters

Dynamics of communication

  • Specifics of direct et telephone contact
  • Tone, rhythm and emotion of the voice, standard sentences and keywords
  • Active listening, orientation and conclusion
  • Questioning methods, release and conclusion

Greeting practices

  • Writing a quality greeting charter
  • Principles of the emotional management of complaints
  • Processing of special cases, state of mind and respect for priorities
  • Exercises for skill monitoring

At the end of the training, participants will have:

  • Established practical procedures for answering and processing calls;
  • Understood the parameters of a quality greeting;
  • Acquired new skills to improve customer relations.

Our next courses

CoursesDate
Customer care
Reception
New formula
From September 15 to 22, 2020
Geneva
Customer care
Swiss Hotel Association
Tuesday November 10, 2020
Lausanne
Customer care
Reception
New formula
From January 19 to 26, 2021
Geneva
Customer care
Reception
mardi 8 juin 2021
Geneva

Terms and conditions

During the course, a snack is served to all participants. Fees have to be paid on time of subscription.  50% is reimbursed in case of cancelation 14 days prior to the seminar. For any cancellation done less than 2 weeks before the course, fees are unrefundable.

Overview

Location
Rue Neuve-du-Molard 24
1204 Geneva

Itinerary
CFF trains
Public transportation

 
Duration
6 Periods

video conference on introduction
shared theoritical exercises
half-day practical course
on-line cours exams

Schedule
seminar from 09:00am until 12h30pm
maximum 5 participants
 

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Course Fee: 390.- CHF
Supports: Included
Snaking: 20.- CHF
Grand total: 410.- CHF