Language: EN SK

Communication with difficult customer (telephone skills), training

Company TOP CONSULT GROUP, s.r.o.
Date specification according to number of interested
Total time 16 hours
Time 08:00 - 17:00
Price without VAT 8 890 Sk / 295,09 € (materials (handouts and supporting materials for selfstudy), certificate, refreshments and lunch with the trainer, after training consultations with the trainer are included in the price.)
Price including 19% VAT 10 579 Sk / 351,16 €
Locality Panenská 7, 81499, Bratislava 1, Slovakia
Contact on the company Patrícia Hong
phone: 02/54431248
cellphone: 905325514
fax: 02/54431258
e-mail: tcg@tcg.sk
(Please, set www.education.sk as information resource )
Web www.tcg.sk
Goal of the activity

To guide you to improve and enhance your ability to handle difficult and demanding and to close a deal even with negative and ‚cold‘ perspective customer. The training has the ambition to give you the effective tools needed when dealing with aggressive, critical or manipulative client
Target group Employees of telemarketing, businessmen and business managers
Content
  • how to self control

-say the most substantial information in the first minutes and make the customer interested

  • create and rebuild positive relationship to the client
  • analysis of the type of the client according to his verbal and nonverbal expressions
  • the choice of the appropriate and effective arguments according to the type of the client

-hidden expectations of the clients according to their type and how to utilize them

  • handling objections and difficult customers
  • appropriate reactions to the aggressive, provocative and manipulative behavior of the customer
  • how to correct your own behavior -establishing rapport and rebuilding trust
  • techniques of complaints resolving in such a way that regains customer goodwill -establish rapport and create trust with unhappy customers
  • make customers feel heard and understood
  • completely restore
Age category Adults
Type of activity training
Form of activity daily
Category Management and development of the human resources - Communication
Management - Manager
Marketing and trade - successful re-seller and wholesale representative
Tutor Experienced trainer and psychologist with rich professional background

Detail of the company

Company TOP CONSULT GROUP, s.r.o.
Residence Panenská 7, 81499, Bratislava 1, Slovakia
Contact on the company Phone: +421 2 54431248
Fax: +421 2 54431258
E-mail: tcg@tcg.sk
(Please, set www.education.sk as information resource )
Web www.tcg.sk
Description of the activity

personálno-poradenská spoločnosť vyhľadávanie a výber pracovníkov, tréningové programy, jazykové kurzy, outdoor, firemné dni, koučing, personálne poradenstvo, personálny audit, tvorba motivačných a hodnotiacich systémov, analýza sociálneho systému organizácie
Consulting Advisory and consulting activities in the following areas are being offered: We are offering consultancy and tutorial activities in this countries and regions:
  • Czech Republic
  • Slovakia
    • Bratislavský
Refferences
(our top clients)
  • Accenture, s.r.o.
  • Austrian Airlines
  • Stredoslovenská energetika, a.s.
  • Plastic Omnium Auto Exteriors, s.r.o.
  • HORNEX, a.s.
  • Ness Slovensko, a.s.
  • Matador, a.s.
  • Nestlé Slovensko s.r.o.