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OPEN COURSE “CUSTOMER RELATIONS”



The development of the competitive market, for all fields, is a certainty. On the other hand what makes the difference between companies with the same profile is primarily the relation one has with his customers. Practically, the customer is the one who decides the destiny of business and the company’s policy is the one who determines the customer to have a positive or negative attitude in relation to it. As a result is very important to create, develop and preserve profitable relationships, both for you and especially for the client.


Target group:

This course is open to all persons interested in maintaining utmost relationships with their customers. Also, the course is targeted to individuals who deal directly with customers and the people who not deal directly with them but work in a company that provides various services.


Benefits:

The participants will be able:

  • To create, develop and preserve a profitable relationship with the customers;

  • To solve the difficult situations that seldom appear in the relationship with the customers;

  • To apply different techniques for maintaining the customers’ loyalty;


Training agenda:

  • Organizational culture.

    • Concepts.

    • Description of the organizational culture of the company.

    • Organizational competencies.

  • The customers.

    • Concepts.

    • Types of customers.

    • The client’s needs and expectations.

    • Loyalty.

  • Communication with customers.

    • Concepts.

    • Communication’s elements.

    • Communication’s barriers.

    • Communication with customer (what/how/when).

  • Conflicts with the customer.

    • Addressing conflict.

    • Conflicts generated by the company (prices, charges, marketing policy, procedures etc).

    • Solving complaints.


The training course will consist of a mixture of presentations, group discussions, role plays and videotaped exercises in order for the participants to better understand the information and start applying the learned principles. Practical, the course is a perfect combination between theoretic concepts and practical activities.


Training investment: 2 days - 250 EUR/person (without V.A.T.)


Discounts:


10% for persons from the same organization, company;
5% for early subscriptions (at least with 15 days before the training);
10% for those who attend for a second time a VON Consulting training;
20% for students and master students


To participate at this training download the application form and send it to













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