Administration Seminars
- Modules:
Administration Complaints
Seminar objectives
- The participants will
- Refresh their communication skills
- Get to know the important rules of customer orientation on the phone
- Learn how to deal with arguments of the customers
- Learn the meaning of complaints and how to deal with them
- Understand the different aspects of a statement
- Train to be more successful in situations with strongly emotional customers
Contents
- Customer orientation
- Discussion partner's arguments
- The complaint
- 8 steps of dealing with complaints
- The four aspects of a statement
- Stress model
- Strongly emotional behaviour
- Unfair arguments
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Administration Service staff
- Period
- 1 day
Administration Behaviour
Seminar objectives
- The participants will
- Get to know the different dimensions of behaviour of the DISC® - personal development profile
- Will understand themselves and others better by a new framework for looking at human behaviour
- Get a new focus of self-understanding and improve their relationships to their customers
- Recognize their behavioural patterns and attitudes
- Improve their colleagues and customer relationship
- Learn to sell more individual and customer-oriented
- Have more efficient dialogs with their colleagues and customers
Contents
- DISC® - Personal Development Profile
- Key Characteristics of the four behaviour dimensions
- Strength and weakness of the characters
- Suggestions for interaction with the different people's DISC® - style
- Sales and Selling Service
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Administration Service staff
- Period
- 1 day
Administration Teamwork
Seminar objectives
- The participants will
- Learn to recognize the motives of others
- Should speak more effect fully
- Get aware how to convince others
- Learn how to adapt to the other ones style
- Repeat the DISC-Types
- Learn to appreciate the different behavioural styles as an additional value
- Improve the teamwork and cooperation
Contents
- Motive
- Address motives
- Speaking effective
- Convincing process
- Pacing Rapport Leading
- DISC-Types Refresh
- Teamwork and cooperation the different types
- Improvement of teamwork
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Administration Service staff
- Period
- 1 day
Objections and Complaints PDF-Download
Customer oriented behaviour PDF-Download
Better communication and Teamwork PDF-Download