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CUSTOMER SERVICE EXCELLENCE - LEVEL II 05 | Foro Comportamental
05 | Behavioural Context
Requirements
Knowledge of Service Excellence Course – Level I

In a growing competitive and demanding market, with more informed clients, it is necessary to provide a quality customer service and take
care of interests, needs and expectations of customers.

CONTENTS
OBJECTIVES
Module 1 - Communication
At the end of this training course, all trainees will be able to - Quality of Communication with Customers
perform an excellence customer service. - Understanding Different Styles of Communication
- Proactive Service
ADDRESSEES - Active Listening
- Empathy
Call Centre professionals, reception and/or customer - Assertive Communication
service and everyone who intends to improve knowledge in - Corporate Communication
customer service techniques.
Module 2 - Customers
- Types of Customers
- Minimizing Client Frustration
- Working on the Negative Answer: When and How to Say No

Module 3 - Customer Loyalty Techniques
- Establishing a Positive Attitude in Treating Complaints
- Customers and Businesses
- Follow-up and Liability on Packages
- Customer Loyalty within the Organization
- Loyalty Programs
Module 4 - Business Strategic Analysis
- Improving Knowledge on the Business
- Analysis of Consumer Behaviour
- People Management and Organizational Behaviour
INFORMATION - Strategic Planning
Hours: 40h
Time: See Training Plan Module 5 - Marketing
Material Delivered: Training Support Material - Creativity and Innovation
Training: Attendance Required - Services Marketing
Regime: Working Hours / Post-Working Hours - Relational Marketing
- Management of Marketing Channels

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 57