Professional Customer Service in phone and email communication (in English)

HILLWAY Training & Consulting is a Polish training and consulting company, established in 2011 by experienced industry practitioners. We specialize in developing competencies and qualifications through high-quality business training – including soft skills, hard skills, and industry-specific training. We focus on real business challenges, offering dedicated training programs and consulting projects in areas such as management and leadership, sales, customer service, effective communication, HR, debt collection, and call center operations. What sets us apart is our individual approach to clients, commitment to high quality and efficiency, flexibility, and a team of expert practitioners. We conduct projects throughout Poland and abroad. Our mission is to support the development of companies and employees by providing knowledge and tools ready for immediate application. More information can be found on the website hillway.pl 

The HILLWAY training "Professional Customer Service" is designed to equip participants with key skills in effective communication and relationship building with clients. Its primary goal is to foster a customer-oriented attitude and teach how to effectively use the phone and other communication tools in client interactions. The training program includes four key modules: 
Module I: The Role of Customer Service Quality in Business Operations This module discusses the importance of customer service image, teaches a proactive attitude, and analyzes factors influencing customer satisfaction. It also presents customer typologies (e.g., tough guy, oppressor, entitled) and effective methods for dealing with each type. 
Module II: Communication with Clients Focuses on developing communication skills, including using collaborative language, identifying the needs of the interlocutor, professionally asking questions, and controlling the flow of conversation. This module also addresses the psychology of conversations with difficult clients. 
Module III: Structure of Client Conversations Participants learn the various stages of a client conversation, from greeting to needs assessment and presentation, to summarizing and effectively closing the contact. 
Module IV: Workshops – Conversations This practical module is based on the real needs of participants and case studies gathered from pre-training surveys, allowing for the application of acquired knowledge in practice. The training is intended for all employees who interact with clients, as well as managers looking to develop their team's customer service skills. The training methodology focuses on workshops (80%) and mini-lectures (20%), with a strong emphasis on active participation, group work, practical exercises, discussions, brainstorming, case analysis, and simulations of real situations. Detailed information about the training can be found on the Professional Customer Service - HILLWAY training page.

The training is intended for a wide audience, including:

• Employees who have direct contact with clients, whether by phone, email, or in person.
• People working in customer service departments, call centers, and sales offices.
• Salespeople, advisors, and consultants.
• Managers and team leaders who want to develop their subordinates' customer service skills.
• Anyone interested in enhancing their communication skills and building lasting business relationships.

The main objectives of the training are:

• To increase the effectiveness of communication with clients across various channels.
• To teach recognition of client types and adaptation of service strategies accordingly.
• To develop skills for handling difficult situations and complaints.
• To strengthen a customer-oriented attitude and awareness of its impact on the company's image.
• To build long-lasting relationships based on trust and client satisfaction.

Participation in the training will bring participants a range of benefits, such as:

• More effective management of client conversations and control over their flow.
• Better recognition of client needs and effective responses to them.
• Increased confidence in dealing with demanding clients.
• The ability to build a positive image of the company and oneself.
• Practical techniques ready for immediate application in work.

The HILLWAY training "Professional Customer Service" consists of four modules that comprehensively cover key aspects of professional interaction with clients.

• Module I: The Role of Customer Service Quality in Business Operations
  • Customer service image – internal and external aspects
  • Proactive attitude – how to stay one step ahead of client expectations
  • Factors influencing customer satisfaction and loyalty
  • Customer typology (including tough guy, oppressor, entitled) – recognition methods and strategies for dealing
  • How to deal with difficult customer types
• Module II: Communication with Clients
  • Collaborative language – building understanding and a positive atmosphere
  • Identifying the needs of the interlocutor – explicit and hidden signals
  • Professional questioning – techniques for clarifying and deepening information
  • Controlling the conversation – how to steer the discussion
  • Psychology of conversations with difficult clients – managing emotions and objections
• Module III: Structure of Client Conversations
  • Stages of conversation – from greeting to farewell
  • Opening phase – creating a first impression and establishing contact
  • Needs assessment phase – effective listening and questioning techniques
  • Presentation phase – how to present solutions based on client needs
  • Summary and closing phase – reinforcing agreements
• Module IV: Workshops – Conversations
  • Practical sessions based on the real needs of participants
  • Analysis of case studies and scenarios drawn from pre-training surveys
  • Simulations of conversations with clients using learned techniques
  • Individual feedback and tips from the trainer

Training duration: 2 training days - 16 hours with standard training breaks

• Training materials
• Trainer's travel to the venue
• Training management
• Training needs assessment