CORPORATE
COMUNICAÇÃO

Treinamento de etiqueta no trabalho
e relacionamento com clientes 1 e 2

BUSINESS ETIQUETTE AND CUSTOMER SERVICE SKILLS FOR VOCATIONAL TRAINING 1


Change of perspective: What do I expect from good customer service?

What are my expectations?

What does “catastrophic” (internal) customer service look like?

Result: List of requirements of good service (in the SAP environment)


Transfer: What do my colleagues, my company, my customers expect from me?

Who are my (internal) customers? Who are my colleagues?

Which service do I provide for these people?

What do they expect?


Language Skills:

Welcoming customers

Making introductions

Offering hospitality

Initiating, maintaining and ending small talk

Using appropriate body language


Service standards / Code of Conduct

Development of top 5 service standards / Code of conduct of the company

Concrete: What does this mean for me?

Role play: Practicing these skills


Action Plan

What is easy for me, what is difficult?

What should I practice, when and where?

Transfer tasks



BUSINESS ETIQUETTE AND CUSTOMER SERVICE SKILLS FOR VOCATIONAL TRAINING 2


Change of Perspective / Observation task

Concrete examples: Where did I see excellent customer service, where did I see catastrophic service in my private life?

What have I realized?


Exercises regarding different fields of customer service

(to be determined with client)


Topic may include:

Appearance

Communication with the customer

Challenging situations and conflicts

Complaints management

Dealing with angry customers


Language Skills:

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


My service profile

Which strengths do I have?

What can I improve?

Action plan for next 6 weeks


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