Training Service and customer care strategy
Practical information about training
- CATEGORY: Personal and Business Competencies
- SUBCATEGORY: Customer service
- TRAINING CODE: SF-OK-20
- DURATION: 2 days
- PRICE INFORMATION from: 1750 PLN net
- LANGUAGE OF TRAINING: polish
- FORM OF IMPLEMENTATION: stationary, online
Training description
The training focuses on building long-term customer relationships through effective service and care strategies. During intensive hands-on workshops, participants learn advanced communication techniques and methods for solving customer problems. The program combines theory with practice, using real-life scenarios and simulations, allowing immediate application of the knowledge gained.
Participant profile
- Customer service employees at all levels of experience
- Technical support and helpdesk specialists
- Customer service team leaders
- Employees of sales and marketing departments
- Project coordinators working directly with clients
- Account managers and key account managers
- Business development specialists
Agenda
- Foundations of professional customer service
- Psychology of customer relations
- The life cycle of a customer relationship
- Identification of customer needs and expectations
- Building long-term business relationships
- Communication with the customer
- Active listening and questioning techniques
- Verbal and non-verbal communication
- Adapting the communication style to the type of customer
- Conducting difficult conversations
- Customer experience management
- Customer path mapping
- Designing a positive experience
- Service standards and customer touch points
- Measuring customer satisfaction
- Resolving problems and conflicts
- Methodology for solving customer problems
- Techniques for de-escalating conflict situations
- Turning complaints into business opportunities
- Proactive prevention of problems
Benefits
The participant will develop the ability to build and maintain long-term relationships with clients based on trust and professionalism. Will gain practical knowledge of effective communication and active listening. Will learn how to effectively resolve conflicts and transform difficult situations into opportunities to develop customer relationships. Will learn methods of analyzing customer needs and adjusting offers to meet their expectations. Will master techniques for dealing with stress in challenging situations. Will develop the ability to design positive customer experiences at various points of contact with the company. Will gain knowledge of the latest trends and tools in the area of customer service.
Required preparation of participants
- Minimum 6 months of experience working with customers
- Basic knowledge of customer service processes
- Experience in dealing with customers
- Knowledge of the company’s specific industry and products
Issues
- Psychology of customer service
- Customer Relationship Management (CRM)
- Interpersonal communication techniques
- Customer service quality standards
- Problem solving methodology
- Analysis of customer needs and expectations
- Building customer loyalty
- Claims management
- Measuring and monitoring customer satisfaction
- Customer experience design
- Sales techniques in customer service
- Handling difficult situations and conflicts
Do you have any questions?
Feel free to contact us.
Monika Fengler
+48 532 081 700
monika.fengler@eitt.academy
31 Ząbkowska Street 03-736 Warsaw
Forms of training delivery
Stationary training
- Training at the customer's premises or at a designated location
- Training room equipped with the necessary equipment
- Training materials in electronic form
- Coffee breaks and lunch
- Direct interaction with the trainer
- Networking in a group
- Workshop exercises in teams
Remote training
- Virtual training environment
- Electronic materials
- Interactive online exercises
- Breakout rooms for group work
- Technical support during the training
- Recordings of the session (optional)
Possibility of funding
The training can be financed with public funds under:
- National Training Fund (KFS)
- Development Services Base (BUR)
- EU projects implemented by PARP
- HR Academy Program (PARP)
- Regional operational programs
If you are interested in funding, our team will help you prepare the required documentation.
HAVE A QUESTION?
Contact us for more information about our training, programs and cooperation. We will be happy to answer all your inquiries!
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Get to know our company
Do you have any questions?
Feel free to contact us.
Monika Fengler
+48 532 081 700
monika.fengler@eitt.academy
31 Ząbkowska Street 03-736 Warsaw
FAQ - Frequently Asked Questions
We offer training in a variety of tailored formats: onsite (at the client's location or our training center), live online interactive with a trainer, and in a hybrid format. Detailed information about the available delivery forms for a specific training is always included in its description on the website.
Open online trainings usually take place from 9:00 - 17:00 Polish time. In the case of closed trainings dedicated to companies, the schedule is flexible and we arrange it individually with the client to best fit the needs of the organization.
We use proven and popular video conferencing platforms, such as Microsoft Teams and Zoom, to conduct interactive online training. They provide seamless communication, the ability to work in groups and direct contact with the trainer. We provide information about the platform used in a specific training to participants before the training begins.
To comfortably participate in the online training, all you need is a standard computer (desktop or laptop) with stable internet access and an up-to-date version of a web browser installed. We recommend using headphones with a microphone for better sound quality and communication, although this is not absolutely required. Having a webcam is usually not mandatory either.
Yes, each participant receives a set of training materials prepared by our experts. We usually provide them in electronic form (e.g., PDF files) a few days before the start of the training, after confirmation of participation and payment.
Upon successful completion of most of our training courses, participants receive a named EITT Certificate of Completion, confirming the competencies gained. In addition, we offer accredited training courses (e.g., ITIL®, PRINCE2®) that prepare for official internationally recognized certification exams. Information about the type of certificate available after a specific training is always included in the detailed description of the training.
The enrollment process depends on the type of training. For open trainings (open to anyone who is interested), you can sign up directly through the application form available on the page of the particular training. If you are interested in closed training (dedicated to employees of one company), please contact us directly by email or phone - we will prepare an offer tailored to your needs.
As standard, the price of the training includes: participation in classes taught by an experienced trainer-practitioner, a set of original training materials in electronic form, and a named EITT Certificate of Completion. For accredited training courses, the price often also includes the cost of taking the official certification exam. The detailed scope of benefits for a given course is always given in its description.
The preferred form of payment for our training courses is by bank transfer, executed on the basis of an issued pro forma invoice or VAT invoice. Detailed information on payment terms and conditions is provided in the process of confirming the enrollment in the training or can be found in the regulations.
Of course! Our specialty is closed-door training, designed "tailor-made" - according to the individual needs and business objectives of a given organization. If you are interested in a topic outside of our regular offerings or would like to modify the program of an existing course, feel free to contact us. We will be happy to prepare a dedicated solution.
We are flexible and adapt to the client's needs. We can organize closed trainings even for small groups - usually the minimum number of participants is 4 people, and the cost is often calculated for the whole group. Taking care of the highest quality and comfort of learning, in case of very large groups (more than 40 people) we usually recommend dividing into smaller teams to ensure effective interaction.
Your feedback is extremely important to us, as it allows us to continuously improve our offerings. After each training session, we send participants a link to a short online evaluation survey. You can also always contact us directly by email or phone to provide your comments.
- One-pager invitation with deadlines
- Project kick-off
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- Communication and Cooperation. Conflict management
- Motivating, engaging and difficult decisions in business
- Managing Change and Innovation. Leadership in crisis
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