Conferences

Conference: Advanced Customer Service Management


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CO8073

23 - 27 Mar 2025

Istanbul (Turkey)

Hotel : DoubleTree by Hilton Istanbul Esentepe

Cost : 5775 € Euro

Introduction

There has been no time in history when customers have had so much choice of where to get service and goods. The internet has revolutionized the marketplace: customers can research, purchase, and review products and services from the comfort of their own homes, or office. Customer expectations have heightened. They demand consistent, professional, and effective service from their suppliers. This highly interactive and fun program examines in-depth how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect, and maintain customer loyalty. This program will enable you to:

  • Build lasting and meaningful relationships with your customers
  • Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
  • Gain a greater understanding of your customer's needs and how to satisfy them
  • Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
  • Influence with integrity and crystal-clear communication

Conference Objectives of Advanced Customer Service Management

  • The art of building lasting rapport and lasting relationships with colleagues, customers, and friends
  • How to modify your behavior to match other’s
  • The model for establishing good working relationships
  • An ability to influence with integrity
  • An ability to use influencing skills and techniques to build ongoing and long-term relationships with key customers
  • To be able to create and adapt crystal clear models for communication between your organization and its customers
  • How to build cooperation and commitment
  • A greater understanding of your customer's needs and how to satisfy them
  • An ability to tailor services to meet your customer's needs
  • Long-term relationships between your organization and its customers
  • An ability to be more versatile in every customer-facing the situation
  • The ability to recognize behaviors that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

Conference Methodology of Advanced Customer Service Management

Participants will learn by active participation throughout the program, using program materials, exercises, training videos, and discussions of relevant organizational issues.

Conference Summary of Advanced Customer Service Management

  • The behavioral patterns of others and demonstrates how you need to change your own to communicate, influence, and negotiate more effectively with them
  • It looks beyond the traditional “Customer Service” models by examining different behavioral patterns and creating strategies to deal with each.
  • In-depth processes necessary to ensure a successful conclusion, for all parties, in every customer-facing situation
  • The powerful tools of NLP (Neuro-Linguistic Programming) & Emotional Intelligence

Conference Outlines of Advanced Customer Service Management

 Day 1: The world of customer service excellence

  • Customer service and what it means
  • Identifying excellence in front-line customer services
  • What are the services and products that you offer
  • The role of NLP and Emotional Excellence in customer service
  • What do your customers say about you and your organization
  • What do you want your customers to say?
  • Myths and legends about customer service

 Day 2: Communication masterclass

  • What is crystal clear communication?
  • Communication excellence through powerful listening and questioning techniques
  • Thinking patterns
  • Filters for communication
  • Metaphors & Models
  • Using perceptual positions to understand your customers’ points of view
  • Logical levels of change
  • Building climates of trust
  • Creating well-formed outcomes
  • Communication skills exercises

 Day 3: Gaining a greater understanding of your company

  • From judgments to behavioral flexibility
  • Behavioural traits and how to identify them
  • Modifying your behavior to match other’s
  • Building lasting rapport
  • Sharpen your senses to the signals others are sending you
  • Connect with colleagues and clients at a level that creates deeper trust and commitment
  • Step into another person’s shoes to better appreciate their experiences and motivations
  • Body language clues that show how others are thinking and responding to you
  • Nonverbal clues that show if someone is telling the truth

 Day 4: Influencing with integrity

  • The importance of value sets in modern-day business
  • Influencing the Influencers and high fliers
  • The importance of matching others’ language patterns
  • Mirroring and pacing - what do they mean?
  • Internal and external references
  • Coaching - a tool for self and others
  • Influencing exercises

 Day 5: Conflict, challenge, and closure

  • Assertiveness and, what it means
  • Dealing with difficult people in an assertive way
  • Dealing with difficult customers
  • Maintaining high standards of customer service
  • Reviewing the service that you offer and reacting accordingly
  • Embracing change for the good of all
  • Personal planning session - dealing with your customers

Conferences

Conference: Advanced Customer Service Management


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

CO8073

23 - 27 Mar 2025

Istanbul (Turkey) - DoubleTree by Hilton Istanbul Esentepe

Hotel : DoubleTree by Hilton Istanbul Esentepe

Cost: 5775 € Euro


  About Istanbul

Few places compare to the vibrant, cosmopolitan city of Istanbul, whose enormous size straddles both Europe and Asia, forming a bridge between western and eastern cultures. Resting upon the natural harbor of the Golden Horn, the skyline of the once-Constantinople is pierced with minarets and ancient monuments that embody centuries of history. While it is brimming with historical landmarks and colorful markets, modern Istanbul is also well represented through its contemporary art scene, European-style café culture, world-class dining venues.


  Things to do and places to visit in Istanbul

Istanbul is teeming with attractions and landmarks from historic sights and unique cuisine to lively markets and unmistakable culture. It is a thriving city, with a myriad of things to do that skillfully manage to blend every aspect of both the contemporary and the historical world.

On a city break in Istanbul be sure to:

  • Visit a hammam, a traditional Turkish bath, whose origins date back to Roman times.
  • Marvel at the Hagia Sophia, Süleymaniye Mosque and Blue Mosque, Istanbul's most spectacular monuments that dominate the skyline.
  • Explore the Topkapi Palace Museum, one of Istanbul's most visited museums, home to over 80,000 artifacts.
  • Walk through the Basilica Cistern, an underground marvel built in the 4th century.
  • Be dazzled by the Grand Bazaar, one of the world's oldest and largest covered markets.
  • Go shopping for exotic products and Turkish delights in the Spice Bazaar.
  • Cross the bridge connecting Europe and Asia against the backdrop of the Bosphorus, or take a Bosphorus cruise.
  • Taste the diversity and flavor of Turkish cuisine.
  • Admire panoramas of the city from the Galata Tower.
  • Walk through Taksim Square, the city's dynamic square that never sleeps.
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