The importance of customization
Only if a course or evaluation means something and reflects daily practice can the best possible results be achieved. The theme has to be framed in a way that matters and is familiar to the participant. Learning new skills is fun if you understand and experience the benefits. Meaning and understanding also involves familiar casuistry in terms of both content and look and feel. This makes it all the more important to combine expertise with an analysis of the question and identity of a company, target group, and context.
Examples of specific topics
- Dealing with emotional frustration using the AHA technique
- Handling aggression using the ABC method
- Greeting customers
- Telephone and chat etiquette
- Communicating emphatically
- Communicating clearly
- Managing expectations
- Handling complaints
- Handling special target groups
- Customer focus
Examples of goals
- Higher NPS
- Reduction in complaints score
