Page 363 - Get_Training_Catalogo_presencial_2026

SERVICE AND COMMUNICATION 04 | Área Comercial
04 | Commercial Area
Requirements
No Requirements

In an increasingly competitive and demanding market, and ever more informed customers, it is necessary to provide a quality customer
service and safeguard the interests, needs and customer expectations.

CONTENTS
OBJECTIVES
Module 1 - Communication
At the end of training, all trainees will be able to carry out - The Quality Communication with Customers
and deliver an excellent quality of customer attendance and - Understanding the Different Communication Styles
services.
- Pro-active Service
- Active Listening
ADDRESSEES - Empathy
- Assertive Communication
Call centers professionals, reception and or public - Business Communication
attendance workers and all those who wish to upgrade
their knowledge in client services and communication Module 2 - Telephoning
techniques.
- Prepare for Telephone call answering
- Phone procedures and behavior
- The Initial Contact
- The Voice
- Speaking practice /Diction
- Contact person’s identification and needs
- Controlling situations
- Call Forwarding/Transfer
- Message Log
- Handling Complaints and the other Methodologies
Module 3 - Clients
- Customer Types
- Minimizing Customer Frustration
- Working on Negative answers: When and How to Say No
INFORMATION - Maintaining a Positive Attitude when dealing with Complaints
Hours: 30h - Loyalty/ Fidelity Programmes
Time: See Training Plan
Material Delivered: Training Support Material Module 4 - Fundamental Mechanisms of Human Behavior
Training: Attendance Required - Motivations and Frustrations
Regime: Working Hours / Post-Working Hours - Aggressiveness
- Passiveness
- Manipulation
- Role-plays: On the phone situations
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 45