Duration: 2 days

Start: 9:00 am

End: 4:00 pm

Participants’ no: Min 10- Max 14

Language: Albanian

Training Introduction:

"Your business it’s not what you sell, it’s who you serve."

A focus on customer care will pervade everything that a successful organization does. But no matter how supportive and positive the culture is, in the end it is down to the individual relationships that staff has with each of the customers. Getting this wrong, even in a small way, has repercussions for both the individual and the company.

The following topics will be covered:

• Understanding the customer’s problem;
• Listening to customers;
• A sense of belonging with your customers;
• Cycle of service;
• Customer experience;
• The difficult customer;
• Selling through customer experience.

Target group::

• Suitable for all staff who are in direct contact with the client (front line), as well as for everyone who contributes directly or indirectly to provide good customer service. .

Your benefits:

• You will be able to understand the importance of selling through experience.
• You will be able to distinguish the differences between good and bad service, and to act proactively to provide a good service;
• You will be able to turn complaints into opportunities through listening to customers and responding properly to their needs;
• You will be able to build an effective communication with your customers.