Self-presentation in customer service
29-30.11.2018
Warsaw
1900 PLN + TAX
Marcin Mańka
Marcin Mańka
Expert
As the only presenter, psychologist, soft competence trainer, and coach in Poland, he combines professional education and experience in such a unique way.
WEducation: psychology (3 schools) and law. 17 years as a presenter (for example in: Radio ZET, TVP 1, Polsat).
Business and work experience in managerial positions (sales, relations). Conducting international events and conferences. Very rich training experience.
Nearly 70 reference letters from the world’s largest corporations such as Coca-Cola, Oriflame and PWC.
EXPERIENCE AND EDUCATION
- Education: psychology, law, psychological training school, international icf coach certificate, one-year acting course, during doctorate,
- conducting training and consulting projects for the largest companies, cooperation with international consulting companies in the field of HR, as well as conducting many prestigious events (of European and global rank), including international meetings of prime ministers, scientific and economic,
- he conducted a unique research on a global scale, which showed that the image of the employee translates into the perception of the company,
- over 17 years of experience working in the media, radio (Radio ZET, Roxy FM, Radiostacja), and above all in television (TVP 1, TVP Info, Polsat, TTV), Currently – host of Studio LOTTO, and a juror in Polsat tv show Make Me Over – Great Change, expert psychologist in television programs, among others Pytanie na Śniadanie,
- business and work experience in managerial positions.
MEDIA EXPERIENCE
- Expert psychologist in television programs, among others Pytanie na Śniadanie,
- Juror in Polsat tv show Make Me Over – Great Change,
- Host of Studio LOTTO
- Presenter on Radio Zet
- Presenter on TTV television – “Sunny Morning” program
- Presenter on TVP 1 (programs „Za kulisami jedynki”, „Wypasiona zima”, „Quadrans Qltury”, „Studio oprawy TVP1”)
- Hosting the Opole 2009 festival studio
- Lector – Telewizja Polska S.A., TVN Warszawa
- Presenter on Radiu Roxy FM
- Presenter on Polsat television (programs Quizmania, Halo Kasa).
EVENTS
- Czech and Polish Business Mixer.
During the film festival in Karlovy Vary, I was the host of Prime Ministers of Poland and the Czech Republic meeting with entrepreneurs interested in investing in both countries. The main topic of talks: development of economic relations. I was conducting formal and less formal meetings. - „Airtec Frankfurt – International Trade Fair for Aerospace Suppliers”One of the most important events in the world associating suppliers of aerospace solutions. Hosting the “Get together evening”.
- „Future Internet Week”International conference related to the Presidency of the Council of the European Union. Hosting all main meetings.
- Coca- Cola Leadership Conference 2017
Together with Ula Chincz, I was running a gigantic conference for Coca-Cola HBC. Language: English. - Final Gala of the European Competition entitled: “Discover e-volunteering”A cultural event for closing the European Volunteer Year 2011, included in the Programme of Presidency of the Council of the European Union. Organisations from 19 countries of the EU took part in this event.
- Final Gala of the “Dobroczyńca Roku 2011” (Philanthropist of the Year) CompetitionThe biggest and longest-operating competition promoting pro-social activities of companies in Poland. The Gala took place at Marriott Hotel in Warsaw. The audience included business elite members from Poland.
- Discovery Channel conferences
Conducting meetings with the biggest Discovery Channel stars, including: Bear Grylls, Dynamo magician (3 meetings in Poland). Language: Polish / English.
- Presentation of the Autumn 2016 Discovery Networks schedule – special guest of Bear GryllsConducting an international presentation of the schedule for Dicovery Chanel. Language: Polish / English.
- National Campaign entitled “Tornister Pełen Uśmiechów” (Backpack Full of Smiles)Editions in 2009, 2010, 2011, 2012 organised by Caritas Polska and TVP1. Hosting press conferences and finale concerts with performances of the biggest Polish musicians.
- 90th EOS International CongressThe biggest European meeting of orthodontists organised every year in a different country. 5 years of preparations, 5 days of the Congress, & 2,500 participants from 72 countries.
- 42nd Meeting of the Polish Association of Neurosurgeons – Deutsche Gesellschaft fur NeurochirurgieAn international meeting of the top neurosurgeons at Collegium Maius in Lublin.
- Malaysian Palm Oil Networking Seminar Warsaw 2015International conference relating to work on introducing sustainable palm oil farms.
- Winning & Learning together in WarsawInternational development conference of Coca-Cola HBC.
- Launching the first 5G network in Poland T-Mobile.
A historic moment, many important guests from Poland and the world. Language: English
DESCRIPTION
Professional customer service consists of building an image in order to create a long-term relation and gain a permanent customer. What makes us resign from services of a given company assuming that the work has been performed properly and prices are comparable to other offers, are usually mistakes, errors or delays that happen to everyone. The primary reason is how you are treated. Lack of trustworthiness and openness in communication, avoiding difficult subjects and often simply absence of kindness – all this affects how the entire institution is portrayed. It seems obvious but each one of us has been treated in an improper or impolite manner at some point.
During this training course, we will focus on how to use psychological knowledge to gain sympathy, which is the key. Sympathy supported by professionalism translates into credibility and trust. This way you can reach the customer’s heart in an easy way.
DO YOU KNOW?
- how to use knowledge relating to self-presentation in the process of customer service?
- what principles of the psychology of social impact can be applied in customer service?
- how the first impression effect works and can it be changed?
- how to use the Galatea effect in the process of customer service?
- how to increase communicational effectiveness of conversations with the customers?
- how to effectively use techniques of activating friendliness and approval of a customer?
- how to cope with emotions of the customer and remain calm?
BUT ALSO
- how you and your actions are perceived by the customer?
- how to recognise the needs of a customer to act more effectively?
- how to make phone calls to customers?
- how to build limits in contacts with complaining customers?
- how to properly select the dress code of a person providing customer service?
IF YOU WANT TO USE SELF-PRESENTATION IN CUSTOMER SERVICE EFFECTIVELY, TAKE PART IN THE TRAINING COURSE, WHICH WILL
ENABLE YOU TO
- approach customer service professionally, understanding contribution of such activities to the image and results of the company,
- build an image of a company that values its customers,
- care for customers so that they return and promote your brand.
YOU WILL NO LONGER
- act with short sight thinking that the customer will return anyway and the competition is sleeping,
- commit mistakes that will make the customer lose trust in the company,
- give in to strong emotions that disrupt your thinking in difficult situations.
YOU WILL DEVELOP
- the ability to manage your behaviour in order to develop a good impression and trust,
- the ability to affect emotions of customers,
- the ability to react in a flexible way in various situations related to customer service.
TRAINING PROGRAMME
- Customer service – mechanisms of factors impacting satisfaction of your customers.
- Who is the customer and how they want to be treated – based on an analysis of a group of recipients of a given brand.
- Elements of customer service worker image.
- Self-presentation and image in customer service based on the discoveries of the psychology of social impact.
- The role of first impression in building your image and the image of your company.
- Communication with the customer – three levels of impact, i.e. mechanisms of interpersonal communication based on communication psychology, psycholinguistics and sociolinguists.
- Controlling gestures and microexpressions.
- Telephone customer service – working with the voice.
- Psychology of intention in customer service.
- Difficult situations in customer service. Tools for building proper boundaries in customer relations.
- Rules of the psychology of social impact in customer service.
- Basics of ethics and good manners in customer service.
- Personal development programme based on coaching techniques and tools.
Are you looking for a person who will lead your event?
Call: +48 693 425 350
Email: kontakt@manka-academy.com
Or just use contact form below.
Marcin Mańka
Academy of Image and Communication
ul. Grażyny 15/130A
02-548 Warszawa
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