Kaspersky Academy
Customer-Oriented Services
Length
2 days
Result
Certificate
For whom
All employees of the company who interact with customers.
Customized interactive workshop provides each manager with an action-oriented framework that increases both the quantity and quality of performance conversations. Workshop bases on Situational leadership personal assessment result and matches an individual’s performance readiness level for a specific task with the appropriate leadership style.
For sales managers, business developers or any professionals with customer-facing role, where demonstrating value to a prospect or customer is an important part of what you do.
Up to 15 participants.
For Whom
Manager
All company employees who interact with customers.
What you will learn
- You will understand what customer focus is, you will see the difference between customer service and sales and service standards
- Develop customer service rules
- Understand the statement “the customer is always right” and see its irrelevance in modern customer service
- Work out the basics of interaction with the client: from establishing contact to forming the value of the product
- Up to 15 participants
Our Experts
Elena Voytsekhovskaya
Head of Learning, Kaspersky
Oleg Bondarenko
Sales programs Development manager
Svetlana Dryagina
Sales programs Development manager
Education Programm
- What is customer focus, external and internal client, analysis of points of contact with the client
- Interaction with the client: how to establish contact, how to retain and develop the client, how to maximize the value of the client
- The role of empathy in customer interaction
You can also get acquainted with a more detailed course program
Course results
Certificate