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Treinamento de etiqueta no trabalho e relacionamento com clientes 1 e 2
What are my expectations?
What does “catastrophic” (internal) customer service look like?
Result: List of requirements of good service (in the SAP environment)
Who are my (internal) customers? Who are my colleagues?
Which service do I provide for these people?
What do they expect?
Initiating, maintaining and ending small talk
Using appropriate body language
What is easy for me, what is difficult?
What should I practice, when and where?
Concrete examples: Where did I see excellent customer service, where did I see catastrophic service in my private life?
What have I realized?
(to be determined with client)
Communication with the customer
Challenging situations and conflicts
Dealing with angry customers
Making phone calls in English
Making a good impression on the phone
Formal and informal writing styles
Writing effective business communications
Social Media writing style
Which strengths do I have?
What can I improve?
Action plan for next 6 weeks