Excellence in communicating and selling on-line

150,00 

Over 40 thematic activities dedicated to those who keep in touch with customers / consumers: sales representatives, managers in customer service departments or those in the front-line, who interact directly with customers.

Where – Zoom
When– 26th to 27th of May 2020 – from 9 am to 12:30 pm – search for it in the calendar and save the date
Period– 2 sessions of 3h each

This program can also be delivered in-house (personalized for a group of participants from your company). Send us the details by accessing the registration button below.

  

Alin Gherman, EMBA

He has 15 years of experience in management and sales, working in both multinational organizations and entrepreneurial companies, such as DHL, P&G, Holdman, Babel Communications and Pegasus / DPD). He worked in numerous fields, from selling wide consumed products, to B2B or media services, managing business for companies that he worked for in Romania and CEE.

  • Alin Gherman, EMBA

    Alin Gherman, EMBA

    Vânzări, Marketing, People management, Abilități de prezentare, Problem solving, Design thinking

  • logo EXEC-EDU ECHIPA br2

    EXEC-EDU

    Your place to grow!

In this period of crisis, everything has changed: from business models and consumer behavior, to the way we manage our activity. One thing stayed constant: the urgent need to get results, the need to generate sales and keep our customers as close as possible.

This course is dedicated to:

  • sales representatives, managers in the customer service, marketing departments
  • those in the front-line, who interact directly with customers.
  • If you are also in direct contact with customers, carrying out your activity remotely, then you also most likely face the following challenges:
    • How do you stay close to your customers, how do you set their needs and concerns, without meeting them face to face;
    • How do you communicate with customers by phone, video conferencing or e-mail, to build up their loyalty and generate sales, through up-sell and cross-sell;
    • How can you treat their demands with empathy and efficiency;
    • How to get along with difficult, rude or careless customers;
    • How to develop the skills needed to retain customers in this time of crisis, but also in normal times, while protecting the interests of the company.

Examples of thematic exercises and activities:

  • “I am what I am” – the development of a consumer-centered attitude
  • “What we say and how we say it”- verbal and … vocal skills
  • “Contact me” – the phone as a modern torture method
  • “Somebody is watching us” – excellence in a face-to-face environment
  • “Let’s have a good day” – the relationship with a consumer
  • “Stop, watch, listen” – focus on consumer needs
  • “The sky is the limit” – ways to fold our services
  • “When the game gets tough” – difficult consumers

Day 1 – 3 hours

  • What changed? What hasn’t changed?
  • The “8 steps to excellence” model
  • Values / CS team mission / MY role
  • If everyone would be the same…
  • “MY” solution – The “Reason – Empathy – Action” model
  • The Eagles School and The Ducklings’ Lake

Day 2 – 3 hours

  • “Listen, Watch, Think”
  • Does service mean “We’re sorry”?
  • Maximizing sales opportunities
  • If I could do anything
  • The 4 steps of customer service

EXEC-EDU certificate

  • 160 EUR (VAT not included) – 2 sessions
“I’ve been working in customer service for a long time, but the EXEC-EDU program helped me understand what I should do better. Thank you!”
Raluca Mihăilescu, Customer Service Representative - Stryker Romania
“I’ve learned things that can actually be applied in real life.”
Andreea Nandrea, Customer Service Manager - Puratos Prod
“Alin, your enthusiasm is contagious!”
Csaba Sztojka, Area Sales Manager - Orkla Foods
“Very useful practical exercises with a positive result.”
Mihail Coman, MOL Romania
“I took part in several programs, but this one seemed different to me, in a good way, I liked the fresh point of view on some things I already knew. Thank you!”
Gabriel Olariu, Director Zonal - Setrio Soft

Do you have any questions?

Don’t hesitate to call or write us, full details can be found in the Contact section.

EXEC-EDU CUSTOMERS

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Your place to grow

OnLine/OffLine

Online

Tip de program

We train skills

Nivel

Entrepreneur, Middle management, Specialist

Trainer

Alin Gherman, EMBA

Certificări

EXEC-EDU certificate

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