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CUSTOMER SERVICE MANAGEMENT
(CALL CENTER AND STORES) 05 | Foro Comportamental

05 | Behavioural Context
Requirements
No Requirements

All companies, regardless of their size, acknowledge the meaning of customers for their business. Nowadays, clients are more and more
demanding and well-informed. Employees must be competent and well trained in order to maintain satisfaction levels and to provide an
excellent customer service on behalf of the company. It must also be taken into consideration that all clients are important, even the most
difficult ones.

CONTENTS
OBJECTIVES
Module 1 - Interacting with the Client Strategies
At the end of this training course, trainees will be able to - Focus on the Customer Needs
develop customer service skills which will enable an easy - Variables that Influence Purchasing Behaviour
and positive communication; to argue, manage complaints - Prospection and Consultation
and influence the client, complying with the company goals;
to persuade clients and keep them satisfied. - Techniques to Engage Clients
Module 2 - Persuasive Strategies
ADDRESSEES - Influencing Mechanisms
- Difference between Persuasion and Social Influence
All professionals providing customer service; professionals
working in sales, dealing with difficult clients, like managers,
commercial technicians, vendors, commercial assistants, Module 3 - Difficult Dialogues - Difficult Clients
among others; everyone intending to develop customer - Identifying Types of Difficult Dialogues
service skills. - Turning Difficult Dialogues into Constructive Communication
- Knowing the Profile of Difficult Customers
- How to Deal with Objections
Module 4 - Customer Service Transversal Model (Call Center/Shops)
- Customer Service
- Typology of Questions
- Reformulation
- Assertive Communication
- Positive Language
- Interaction Control
- Customer Service Process
INFORMATION

Hours: 30h
Time: See Training Plan
Material Delivered: Training Support Material
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.

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