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Training title:
Customer Orientation in Technology Services
Target group:
Sales and Service Employees with customer contacts, with acquisition,
advisory and negotiation tasks
Goals:
In an exchange of views with their colleagues and trainer, the participants are
going to reflect upon their self perception in sales and carrying out services.
They are going to learn to use, besides their specialist knowledge, their
personality and social competence, as well. In negotiations with internal and
external customers, tools and ways of behavior are available which make the
single participant more successful and deepen the customers´ attachment to our
company.
Contents:
 | Consequent customer orientation
| Realizing requirements - also beyond technology |
| Technology servicemen between internal and external
customers |
| Selective reasoning to the customer´s advantage |
| Discussion technique |
| Question technique |
| Dealing with reclamations |
| Listening actively |
| Negotiating selectively |
| Dealing with “difficult” customers |
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Method:
no lecture event in the sense of conveying knowledge, but
“live” learning with strong and active involvement of the participants in
practices, case examples, small group work and role plays with video analysis.
Duration:
3 days
Participants:
12 max
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