Details
Superior learning goals and target group
This Microtraining is for participants that support customers on the phone with the objective to think service-oriented and to achieve a high customer satisfaction using appropriate communication techniques.
Core contents
The image of the caller
- Avoid the “devil of relationships“ (routine, stereotypical thinking etc), show empathy for it!
From reaction to action
- Organisation of telephone conversations (comprehensibility, scrutinising questions etc)
Handling complaints
- The customer has the main part of the conversation, customer acquisition 7x more time-consuming than keeping existing customers, request customers for complaints, fast handling and reparation, analyse reasons for complaints
Avaliable as a in-house training course. Please contact us for more information
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“The Institute of Microtraining“ (IOM) was founded in Innsbruck in 2010 and is now launched in the UK. It is considered by industry experts to be one of the most innovative training providers in Europe, well established in Germany, Austria and Switzerland.
The IOM UK trainer pool is specially trained and uses a unique certified methodology. The individual UK locations of the Institute of Microtraining are managed by independent training partners.
The IOM UK trainer pool is specially trained and uses a unique certified methodology. The individual UK locations of the Institute of Microtraining are managed by independent training partners.
