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Master Class in constructive customer conversations
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About us
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Dansk (Danish)
English UK

How to take control of the conversation and get happy customers

Book 15 min. with a trainer
Get a non-binding presentation of this master class
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Improved customer satisfaction

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Improved job satisfaction

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Improved retention

Master Class | Master Class in constructive customer conversations

Learn how to turn difficult customer conversations into good service

In this Master Class, participants learn to handle difficult conversations with customers and clients - and turn them into an experience of good service. Participants learn to communicate so that the customer feels safe and in good hands - even if the customer's demands and wishes cannot always be met.
Modules
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1 | Training
When under pressure, many will intuitively and unconsciously communicate in a way that increases the insecurity of the other part, which makes the conversation go in a unconstructive direction.

In the training, the participants learn to understand the dynamics of a difficult conversation and steer clear of the signals that create insecurity for the other part.

The participants also learn to use 4 specific tools, which create an experience of security and good service - even if the customer's requirements and wishes can not be met.
Participants learn:
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A simple model for putting the customer's interests at the center of the conversation
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How to deliver bad news
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4 warning signs that make the customer feel unsafe and escalates the conflict
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4 service signs that make the customer feel safe, even if you cannot meet the customers wishes
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2 | Follow-up
At the follow-up, the participants share their experiences with the tools and the trainer answers questions and coaches the participants directly.

The follow-up ensures that al participants get the most use of the tools in as many situations as possible.
Covid-19
Can be held virtually or physicallly with safe distance.
Micro-dosing for a busy working life
This Master Class is organized according to Benelizer's principle of “microdosing”, where the participants in a short time get exactly the tools that will have the greatest effect on the challenge. It makes it possible to fit in and incorporate the training when it is most needed.
Gains
Improved customer retention
Improved customer satisfaction
Better customer experiences
Increased safety and job satisfaction for service employees and sales representatives
More efficient customer management and problem solving
Benefits
Simple tools with proven effect directly after the training
Short training which does not interrupt daily operations
Facts
Language:
Danish
Duration:
1.5 hours training + 1 hour follow-up after 4 weeks
Number of participants:
Max. 12 persons per class
Location:
On location and virtual
Participants
This master class is targeted at customer service employees, sales representatives and caseworkers who need to handle difficult conversations, complaints or deliver bad news to customers and clients.
Customizations
Situations, examples and slides can be adjusted to the customer's business.
Prices
Baseprice per class:
1,200 EUR
Participant price:
175 EUR/person
Who trains?
Heini L. Hansen has 20 years of international leadership experience. Heini has a degree in civil economics from Copenhagen Business School (CBS) in Copenhagen. He has also completed leadership courses at MIT, Harvard and Berkeley in the US.
Christina Bendixen Andersen has worked with business development, communications and marketing since 2003. Christina has a degree in communications from Copenhagen Business School (CBS).
Happy customers
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Book 15 min. with a trainer
Get a non-binding presentation of this master class
Get a quote
Calculate your price for this master class
Calculate your price here