Page 355 - Get_Training_Catalogo_presencial_2026

CUSTOMER SERVICE 04 | Área Comercial
04 | Commercial Area
Requirements
No Requirements

Customer service incorporates all the company activities and implies more than attending complaints, providing reimbursements and
exchanges, making returns or smiling at customers. It means doing everything to satisfy customers and making decisions that benefit them.

CONTENTS
OBJECTIVES
Module 1 - Effective Communication
At the end of this training course, trainees will have - Interpersonal Communication
acquired the technical skills for customer service; - Assertiveness
will be aware of the importance of providing quality - Communication Barriers
customer service and of its contribution for the company
image and service effectiveness; will have acquired the - Attitudes in Communication
necessary knowledge to improve their function and obtain - How to Improve Interpersonal Communication
qualification. - Reformulation
- Active and Selective Listening
- Positive Language and Attitude
ADDRESSEES
Entrepreneurs, businessmen, managers, professionals Module 2 - Face-to-Face and Telephone Customer Service
responsible for customer service and commercial staff, - Behaviour to Take in Face-to-face Meetings With the Customer
everyone who intends to acquire skills in the customer - Rules of Telephone Customer Service
service area in a commercial logic way. - Reception and Rerouting
- Waiting Time Management
- Service and Closing
- Customer Service Methods and Techniques
- Expressions to Be Avoided in Customer Service
- Personal and Business Marketing
- The Consequences of a Bad Customer Service
Module 3 - Quality in Customer Service
- Principles of Customer Service
- Leadership of Customer Service Teams
- Motivation, Training and Team Dynamics
INFORMATION - Importance of the Customer to the Company
Hours: 20h - Customer Service Quality
Time: See Training Plan - Management of Expectations
Material Delivered: Training Support Material - Identification and Customer Satisfaction Techniques
Training: Attendance Required - Customers Loyalty
Regime: Working Hours / Post-Working Hours

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 37