Management and Operations

Επικοινωνία, τεχνικές εξυπηρέτησης πελατών και διαχείρισης παραπόνων

Επικοινωνία, τεχνικές εξυπηρέτησης πελατών και διαχείρισης παραπόνων2018-10-09T14:24:28+00:00

Επικοινωνία, τεχνικές εξυπηρέτησης πελατών και διαχείρισης παραπόνων

Περιγραφή Προγράμματος

Το συγκεκριμένο πρόγραμμα είναι δυναμικό και διαδραστικό εφόσον καταπιάνεται με θέματα επικοινωνίας, τεχνικές εξυπηρέτησης πελατών και διαχείρισης παραπόνων.

Η ανθρώπινη επικοινωνία μπορεί να γίνει πολύ δύσκολη όταν δύο ή περισσότεροι άνθρωποι αντιλαμβάνονται διαφορετικά πράγματα και καταστάσεις. Για να οικοδομηθούν σχέσεις διαρκείας και εμπιστοσύνης με πελάτες πρέπει η εξυπηρέτηση και η επικοινωνία να είναι σε υψηλά επίπεδα.

Για να επιτευχθούν οι οικονομικοί στόχοι μιας επιχείρησης και να εξευρεθούν λύσεις σε θέματα διαχείρισης παραπόνων θα αναλυθούν συγκεκριμένες περιπτώσεις και θα δοθούν σημαντικές και χρήσιμες πληροφορίες, άμεσα εφαρμόσιμες στον εργασιακό χώρο.

Σε ποιους απευθύνεται

  • Προσωπικό τμήματος πωλήσεων και εξυπηρέτησης πελατών
  • Προσωπικό τμήματος διαχείρισης παραπόνων
  • Διευθυντικά και διοικητικά Στελέχη
  • Πωλητές
  • Προϊστάμενοι προσωπικού
  • Εργαζόμενοι σε τηλεφωνικά κέντρα

Στόχοι Προγράμματος

  • Εισαγωγή στην αποτελεσματική επικοινωνία, εντοπισμός εμποδίων επικοινωνίας
  • Τι θέλει ο πελάτης σήμερα: κάλυψη πρακτικών και ψυχολογικών αναγκών. Κανόνες του επιθετικού παιγνιδιού: Πώς κερδίζουμε τον έλεγχο. Τεχνικές ακρόασης και επίδειξης κατανόησης.
  • Διαδικασίες που πρέπει να ακολουθούνται για την αντιμετώπιση παραπόνων. Μέσα μετάδοσης μηνύματος και η σημασία τους – λεκτική επικοινωνία, φωνή, γλώσσα του σώματος, συμπεριφορά.
  • Τεχνικές συναισθηματικού αυτοέλεγχου. Προσωπικό πλάνο δράσης.

Αποτελέσματα

  • Αποφυγή αντιπαραθέσεων και δημιουργία θετικού κλίματος συνεργασίας
  • Επικοινωνία με δυναμισμό και αυτοπεποίθηση
  • Αποδοχή κριτικής και σωστή διαχείριση προσωπικών αντιδράσεων
  • Τεχνικές διαχείρισης απαιτητικών πελατών

Πως θα σε βοηθήσει ως επαγγελματία

  • Αναγνώριση και κατανόηση της προσωπικής συμπεριφοράς και της εντύπωσης που δημιουργείς στους άλλους.
  • Αποτελεσματική διαχείριση των καθημερινών προκλήσεων, του άγχους και της πίεσης
  • Ριζική βελτίωση του τόπου επικοινωνίας

Πως θα βοηθήσει τον οργανισμό

  • Αύξηση των ευχαριστημένων και πιστών πελατών
  • Βελτίωση της εικόνας και της κουλτούρας της επιχείρησης
  • Ανάπτυξη ενός σχεδίου αποτελεσματικής επικοινωνίας με συνεργάτες και πελάτες

Πληροφορίες


Ημερομηνία Διεξαγωγής:
7 Νοεμβρίου 2018

Ώρα:
8:30 – 17:00

Διάρκεια:
7 ώρες

Χώρος:
CIIM Λευκωσία, Λεωφ. Ακαδημίας 21
(Δες τον χάρτη)

Γλώσσα διδασκαλίας:
Ελληνική

Εκπαιδεύτρια:
Κα. Τίνα Χατζηπαύλου

Κόστος Συμμετοχής


Αρχικό κόστος: € 190

Επιχορήγηση ΑΝΑΔ: € 0

Τελικό κόστος: € 190

* Click here to find out about special discounts that are available

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Terms and Conditions (“Terms”)
Last updated: January 26, 2015

Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before registering to our programmes (“programmes”) and accessing our online application form (the “Service”), both operated by the Cyprus International Institute of Management (“CIIM”, “Executive Education”, “us”, “we”, or “our”). Your access to the Service is conditioned on your very acceptance of and compliance with these particular Terms. Effectively, these terms apply to all visitors, users and others constituents (“you”, “your”, "persons", “customer”, “participant”, or “company”) who may demonstrate interest in our Service. By accessing this Service, you actually agree to be legally bounded by these Terms. In contrast, if you are in disagreement with these Terms and Conditions, we kindly advise you to exit this Service immediately.

1. Personal Information

By using this Service, you in effect agree that CIIM is empowered with full authority to maintain an internal record of your personal details. Your personal details are collected when registering to the CIIM programmes and enquiry forms.

In particular, for the purpose of promoting CIIM's programmes and activities, you are kindly informed that your personal information including current and former participation to programmes, testimonials, full name, position, company and company logo may be used without your prior concent or consultation with you. If you do not wish CIIM to have your details included in our promotional activities, please notify us of your objections by writing to execedu@ciim.ac.cy or to Cyprus International Institute of Management, 21 Akademias Avenue, Aglandjia, P.O. Box 20378, 2151 Nicosia, Cyprus.

We wish to assure all persons interested in our Service that we will not sell, distribute or lease any of your personal information to third parties unless we have your permission or we are required by law. At the same time, we wish everybody know that we are committed to ensuring that access to personal information in our records is completely secured. Therefore, for the purpose of preventing unauthorised access or disclosure of classified information, we have put in place adequately safe physical, electronic and managerial procedures to control all access to our information databases.

2. Registrations

This Service is intended to collect information for your participation in our programmes. However, we cannot guarantee your automatic participation or seat reservation to our programmes, considering that practical limitations may arise. CIIM reserves the right to change or cancel the dates of the programme, without your consent. In the event of cancellation or modification of the time schedule of the programme, it will be our duty to give you adequate notification for the any schedule changes.

3. Tuition and Programme Fees

Tuition is due upon your acceptance by the CIIM into the programme you have applied for. However, prices are subject to change without notice. Furthermore, if you fail to settle your invoice prior the commencement of the programme, CIIM reserves the right to cancel/withdraw your application and refuse your participation. Additionally, if you fail to settle your invoice,  even after the commencement of the programme, CIIM reserves the right to proceed with legal actions for damages.

4. Cancellation of Registration

Cancellations must be received in writing. Cancellations received more than seven (7) days prior to a program’s start date will not incur penalties. On the other hand, for cancellations received less than seven (7) days prior to a program’s start date, you will incur a charge of 100 percent of the full tuition. In this case though, substitutions may be welcomed considering the service capabilities of CIIM. If a participant or a participating company fails to attend the programme they have applied for without any prior notification, even if a withdrawal occurs on or after a program start date, full tuition may be forfeited.

5. Refunds and Transfers of Registrations

Participants who would like to request a full refund for their participation, or need to transfer their participation to another CIIM programme, may be eligible to do so considering that the start date of the original programme is no less than seven (7) days. Requests to refunds received less than seven (7) days prior to the start date of the programme, will be forfeited. However, in this case though, transfers of registrations may be welcomed considering the service capabilities of CIIM. If a participant or a participating company fails to attend the programme they have applied for without any prior notification, even if a withdrawal occurs on or after a program start date, full tuition may be forfeited.

6. HRDA Subsidy

The Human Resource Development Authority (HRDA) provides a subsidy i.e. partial or full tuition coverage, to organisations participating with their employees in the Authority's programmes, only if they can meet the Authority's criteria. In order to confirm your eligibility to participate in the Authority's programmes, we provide you with the Authority's programme form for which you need to return to CIIM fully completed. If for whatever reason, the HRDA refuses to provide a subsidy for your attendance to our programmes, you and your company will be liable to immediately reimburse CIIM with the gross fees, which were supposed to be covered by the HRDA subsidy. If you fail to meet your legal costs to CIIM, we reserve the right to proceed with legal actions for damages.

Additional Policies

1. Termination of Service

We may terminate or suspend access to our Service immediately, without our prior notice or any liability on our part, for any reason whatsoever, if you breach the Terms included in this agreement. All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

2. Governing Law

These Terms shall be governed and construed in accordance with the laws of Cyprus, without regard to its conflict of law provisions. Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between CIIM and you regarding our Service, and supersede and replace any prior agreements we might have between CIIM and you regarding the Service.

3. Changes

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. What constitutes a material change will be determined at our sole discretion.

4. Insurance Coverage

CIIM requires that all participants maintain their own insurance for medical care, illness, and injury. CIIM is not responsible for medical expenses incurred while attending a program. Please make sure that any private insurance provides valid coverage in Cyprus.

Contact Us

If you have any questions about these Terms, please feel to contact us using the information below:

Telephone: +35722462246
E-mail: execedu@ciim.ac.cy
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