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Curs Customer Care

Descriere

Durata curs Customer Care: 16 ore

Agenda curs:
Conceptul de customer care. Aspecte specifice, utilizare, avantaje și dezavantaje
Utilizarea instrumentarului psihologic de cunoaștere a personalității umane în activitatea de customer care
Prezentarea exhaustivă a tipologiei personalităților dificile și a modului de interacțiune cu acestea
Elementele procesului de comunicare aplicate în activitatea de customer care
Obstacole apărute în comunicarea cu clienții
Tipologia cliențului nemulțumit
Utilizarea inteligenței emoționale și sociale în activitatea de customer care
Tehnici de interacțiune cu clienții nemulțumiți (I)
Tehnici de interacțiune cu clienții nemulțumiți (II)
Studii de caz

Pro Management

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