Customer Experience and Customer Communication
This training is for leaders and team members who want to turn every interaction with customers and partners into a memorable, positive experience.
What is the program about?
One- or two-day group training, in person or online; also available with Thod support.
What you take away: better self-awareness of how your own state affects the customer experience, and techniques for positively influencing your state in the moment; motivational stability in difficult customer conversations and a more conscious approach to customer feedback; greater confidence when communicating with customers.
Who is the program for?
For leaders and team members who want to turn every interaction with customers and partners into a memorable, positive experience. It is especially timely when the service mindset and the customer experience need to be strengthened deliberately.
When is it worth starting?
- your team members need to adapt their communication style to different customer types
- managing your own mental state matters, even in difficult customer situations.
How we work
Beyond the hard elements, service quality is decided by the soft ones: tone, style, attention, and what happens when a difficult customer is on the other side. The training strengthens the service mindset and teaches a communication style that fits different customer types.
Customer experience does not begin with complaint handling but at the first point of contact, and it keeps taking shape at every further point of the relationship.
We move from the concept of customer experience through the hard and soft elements of service quality, customer relationship examples based on Transactional Analysis, and trust building, all the way to assertiveness and handling difficult situations, step by step toward a better, more valuable customer relationship.
Program topics
- what it means to serve, and what shapes the customer experience
- service quality: hard and soft elements
- customer relationship examples based on Transactional Analysis (TA), customer types
- building trust and communicating with different customer types
- assertiveness, handling difficult situations.
Delivery
We weight the topics to fit the client organization's situation. On request, we support the program with the Thod learning support system, which keeps participants applying what they have learned between training days.
It is also worth starting if:
- the goal is to build trust and develop professional service delivery
- you need a strategy for assertiveness and for handling difficult situations.
The program's trainers
Vrabecz József
Senior trainer · consultant · coach
Lőrincz Orsolya
Managing partner · senior consultant
Almási Éva
Senior trainer · consultant · Learning Center program coordinator
Komlósi Tamás
Senior trainer · consultant
Tarczali Orsolya
Senior consultant · trainer · PCC coach · team coach · mediator