Professional Customer Service Seminar

Course content: Professional customer service seminar

Getting to know the basics of complaint management

• Introduction to customer-oriented communication
• Differentiating between different types of customers
• Application of effective questioning techniques in difficult customer communication

Communication style and conversational skills

• Improving communication skills in telephone training
• Customer-oriented approach to active listening
• Interactive conversation and expressive body language
• Practising and mastering rhetoric and authentic communication styles

Service orientation and problem solving/problem analysis

• Customer orientation and the specific approach to various types of customers
• Problem solving and problem recognition through effective problem analysis in customer dialogue
• Telephone training for dealing with objections and attacks in difficult conversation situations

Complaint management in challenging scenarios

• Techniques for confidently conducting complaints talks
• Effective complaint management
• Resolving customer problems in the context of business services
• Addressing objections and defending against attacks in complaint talks

Self-organisation and stress management in customer-oriented everyday life

• Techniques for effective self-organisation and stress management
• Dealing with customers at eye level
• Appreciative communication with interlocutors or in customer conversations
• Rhetoric and helpful questioning techniques in challenging situations in field and office work

The Professional Customer Service Seminar and your benefit from it

Take your rhetoric and questioning technique to a new level in order to deal with customer problems with appreciation and service orientation. This will not only make you more confident, but will also strengthen your customer contacts and ultimately increase the success of your company.

• Get to grips with the core elements of various questioning techniques and develop your rhetorical skills in customer contact in our compact training.
• Learn to classify customers into customer types and optimise your conversational skills in the compact training in order to deal with customer problems and customer contact in general with appreciation.
• Benefit from the telephone training and improve your telephone conversation skills with the help of the compact training.
• Train how to solve customer problems to everyone's satisfaction when conducting delicate conversations and grow through the exchange of experiences with other participants.
• Learn what advantages customer orientation can bring to a company and how everyone can benefit from it in the end.

Methodology and Didactics in the Professional Customer Care Seminar

The contents of the compact training have been carefully compiled by us and our experienced trainers. They aim to provide participants with both theoretical knowledge and practical skills. This approach makes it possible to recognise different types of customers and to solve problems by conducting conversations in the right way, aiming for a high degree of service orientation as well as customer focus. The compact training focuses on seminar content that is as relevant to everyday life as possible, so that you not only benefit from the exchange of experiences with other participants, but can also implement what you have learned directly in customer contact.

Target group of the Professional Customer Care Seminar

Our Professional Customer Care seminar is aimed at specialists and managers as well as field and office staff who want to develop and perfect customer-oriented communication skills and a confident, self-assured communication style. Through the structured communication training, they learn essential techniques to appear sovereign - regardless of whether it is a matter of difficult discussion situations in complaint management or relaxed customer communication with long-standing discussion partners. Therefore, the Professional Customer Care seminar is ideal for all those who want to significantly improve customer loyalty and customer satisfaction in their organisation through applied rhetoric.

The Professional Customer Care Seminar as an in-house training course

Thanks to the seminar content, which is individually tailored to your requirements, the Professional Customer Care Seminar enables your staff to receive further training directly at the company location. The Dr. G. Kitzmann Academy covers the entire DACH and BENELUX region. You can decide for yourself which content should be covered and in which language. Furthermore, the time frame of the Professional Customer Care Seminar can be individually defined. Just ask: kontakt@drgkitzmann-akademie.de

Motivated employees as a success factor in customer care

In our Professional Customer Care seminar you will quickly realise that the invisible foundation of effective customer communication is a committed team - whether in the office or in the field. When employees bring not only expertise, but also enthusiasm and commitment, this manifests itself in outstanding customer service. Such employees shape the customer orientation and are thus crucial for the company's success. It is their passion and commitment that ensure customer loyalty. Because only those who really want to help customers will be able to listen to them, interpret their body language correctly and manage objections and attacks successfully, even in challenging customer communication with difficult customers. In this way, a company benefits from higher customer satisfaction, which in turn positively influences the company's image.

An engaged employee is willing to go the extra mile. Whether it is a warm smile, a patient explanation or solving complex problems, body language or a positive communication style can deepen customer satisfaction and consequently customer loyalty. Positive customer contact experiences encourage referrals, which are crucial for sustainable business growth.

But not only that: the energy and commitment of a competent employee can be contagious. They can inspire the entire team, which contributes to a positive work culture and stronger team dynamics. This in turn promotes productivity and efficiency, which increases the overall success of the company.

In short, motivated employees are not only essential for customer service. They are a valuable asset for companies seeking steady growth and sustainable success. In the Professional Customer Care seminar, you will learn concrete techniques to keep you motivated at all times.

From the Professional Customer Care Seminar: The Role of Quality Management

Quality management is the backbone of successful companies and ensures that all processes, products and services meet the highest standards. Its central role in the success of a company can be seen in various aspects:

• Creating consistency: It ensures that every product or service consistently meets established quality standards. This gives customers and employees a solid and reliable basis for good, customer-oriented discussion situations.
• Focus on customers: Beyond simply meeting expectations, it aims to exceed customer needs of every type of customer through continuous improvement. A company with effective quality management has its finger on the pulse of the market and acts with foresight.
• Risk minimisation: A proactive approach to quality issues helps to identify and address potential deficiencies and customer problems at an early stage, which not only protects the company's reputation but also relieves the burden on complaints management and avoids costly corrective action.
• Efficiency in view: Conducting problem analyses as well as constantly optimising processes makes optimal use of resources. The results are cost savings, increased productivity and an ongoing culture of innovation.

Comprehensive quality management not only enhances customer satisfaction, it also strengthens trust in the brand. It provides companies with the crucial compass to succeed and grow in a competitive market.

Professional Customer Care Seminar: The Effect of Language in Customer Conversations

Quality management is not limited to production processes and service monitoring. A crucial, often overlooked element is the quality of communication or conversation, especially in conversational situations with customers. The way in which customer communication takes place - from the tone of voice to the choice of words to the overall wording and the way in which the interlocutor is treated - has a decisive influence on customer orientation and consequently on the perception of a company.

Holistic, structured quality management must recognise this transformative power of customer communication. It should not only ensure that employees convey the facts correctly and accurately. Rather, it should give them the tools to communicate empathically and confidently with the use of rhetoric, to meet the individual needs of each type of customer and to build bridges of trust that last far beyond the individual customer conversation.

In today's business world, where customer reviews are shared globally in seconds and word of mouth has a significant impact on market success, service orientation and problem-solving customer conversations often become the crucial dividing line. Effective complaint management, a problem-solving approach and a good communication style in customer conversations can make the difference between a lifelong loyal customer and one who turns away and shares their negative experience.

Therefore, any company striving for sustainable success should recognise and promote the importance of appreciative communication at eye level in customer conversations. It's not just about what we say - it's about how we say it, and most importantly, how it resonates with the other person. With the interactive Professional Customer Care seminar, we show professionals and managers the way to effective and successful customer communication based on problem analysis with theory and an exchange of experiences at eye level. This enables them to successfully and confidently master challenging discussion situations such as complaint discussions.