Self-presentation in customer service

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.
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