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CUSTOMER SERVICE EXCELLENCE - LEVEL I 05 | Foro Comportamental
05 | Behavioural Context
Requirements
No Requirements

In a growing competitive and demanding market, with more informed clients, it is necessary to provide a quality customer service, caring
for the clients’ interests, needs and expectations.

CONTENTS
OBJECTIVES
Module 1 - Customer service in Companies – Regulation and Goals
At the end of this training course, trainees will be able to - Companies, Professionals and Customers
identify the strategic significance of the role of a professional - General Aspects of Customer Service
customer service in the company and with clients; to - Customer Service – Personal and by Phone
correctly and with excellence carry out service duties to all
types of clients; to use efficient and effective tools, which
will ensure quality maximization in customer relationship and Module 2 - Relationship with the Customer
communication, whether personally or by phone; to apply - Quality in Customer Service
negotiation techniques in different situations. - Rules to Deal with the Client

Module 3 - Sceneries of Problematic Situations
ADDRESSEES - Problematic Situations in Customer Service
Internal and external customer service professionals (by - Interdisciplinary Customer Service
phone or personally); customer service, telesales and sales
professionals; everyone intending to acquire or deepen Module 4 - Creating a Regulation for Customer Service Sections
knowledge in this area. - Complexity of Customer Service
- Diagnosis of Customer Service Sections for Quality Improvement
- Business Analysis of Work (BAW) with the Customer
- Application of BAW in Problematic Situations

Module 5 - How to Train a Vendors Team
- Define Goals and Methods of Action
- Techniques to Deal with Different Situations
- Practical Situations

Module 6 - Organising a Negotiation
INFORMATION - Prepare a Negotiation
Hours: 30h - Care for the Presentation
Time: See Training Plan - Rules for Verbal Argumentation
Material Delivered: Training Support Material - Negotiation Techniques
Training: Attendance Required
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 55