Elseaz.cz > Education > Trainings and courses > Pracovníky call center, help desků, zákaznického servisu

Trainings and courses

We lead our trainings interactively, with emphasis on the active involvement of the participants. With us, people learn and master techniques of doing things in new, more efficient ways. Depending on necessity, other methods facilitating the natural learning process are used, such as coaching or moderated discussions. We can prepare each training to specifically suit the needs of your company.

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Courses for Employees of call centers, help desks, customer service departments

Sales Skills

Structure of sales process including preparation phases and the following evaluation. Suitable for salespeople and sales managers who take part in business sales meetings.

Negotiation

Basic principles of negotiation, setting borders and looking for solutions acceptable for both sides. Suitable for salespeople, whose competence is closing contracts including the change of conditions.

Interpersonal Skills

Basic principles of human relations, that come out of human nature. Suitable for those, who feel, that dealing with other people is stressful for them and that their plans and goals often end because of the lack of their ability to deal with and influence people.

Professional Communication in Difficult Situations

Communication in situations in which different sides have different points of view and an optimal solution is different for each of them and negative emotions dominate over logic.

Telephone Skills

Key moments in telephone contact, importance of first impression, solving conflicts on the telephone, utilization of voice. Suitable for employees in receptions, call centers, back office.

Emotional Intelligence

What abilities, skills and attitudes play a role in whether a person is a good team player, can overcome daily stress situations, or if he/she has the potential to lead a team?

Stress Management

Becoming acquianted with core of stress, how it appears and grows, what we can do in order to anticipate it and which techniques can help us to get out of stress.

Effective Team Cooperation

What is and what it is't a team, phases of team development, Belbin's team roles and how to use this methodology.

Effective Meetings - the use of facilitating tools for better results

Familiarization with different types of meetings and appropriate facilitating tools.

Customer Care

Basic principals of customer care, how to surpass client’s expectations, communication via phone, conflicts nad claim solving.

Sales Skills in Brief

Key stones of the sales process, understanding the logic of the sales process and practicing some model situations.

Sales in Customer Care

How to handle with clients so that we can offer other services and products, finding out needs, offering advantages, solving objections

Cultural Differences

The goal of the workshop is to clarify the hidden impact of cultures on our behavior; to understand the thinking and behavior of clients who come from different environments; and to be able to use it while serving clients, negotiations and solving conflicts. 

Burnout Syndrome – Mental Hygiene

The course helps people understand what the burnout syndrome is, why it happens, what we can do in order to prevent it and how burnout syndrome relates to stress.

Communication with customers via phone

The difference between personal and phone communication, creation of a positive first impression and sustaining it, opening and closing of the phone call, how to react to objections and complaints, and determining the potential of increasing sales.