Profesjonalna obsługa klienta po angielsku – Professional Customer Service

Highest Standards in Challenging Situations warsztat dla osób na co dzień zmagających się ze specyfiką i trudnościami w kontakcie z klientem w języku angielskim

Do you often deal with difficult clients who make unreasonable claims, raise their voice, or attempt to manipulate you?
Are you looking to improve your skills in handling complaints, objections, or criticism while maintaining professionalism and building long-lasting relationships with customers?

Gain the confidence and tools you need to handle even the toughest customer interactions with ease and professionalism!

During this training, you will:

• Learn how to effectively respond to criticism, objections, and customer complaints in a way that builds trust and resolves issues.
• Discover tools that will help you navigate complaint discussions, such as the SARA model, Gordon method, and the EPS procedure.
• Find out how to deal with manipulation and emotional blackmail from customers.
• Master techniques for assertiveness and staying calm.
• Understand how cultural differences impact communication and learn to adapt to customer needs in English.

This practical workshop goes beyond theory, giving you actionable strategies you can use immediately in your role. Turn challenges into opportunities and set yourself apart in the customer service field.

Who is this training for?

This training is tailored to customer service, sales, support, and complaint resolution professionals.
It’s an ideal solution if:

• You communicate with clients in English and want to improve the quality of your service.
• You want to enhance your skills in recognizing customer needs.
• You aim for effective communication over the phone and via email.
• You’re looking for ways to manage difficult emotions and client pressure.
• You want to learn how to turn complaints into opportunities to increase sales.

What will you gain?

• Confidence in managing any challenging conversation with a customer.
• Practical skills to handle pressure and resolve issues that once seemed overwhelming.
• Proven strategies for building positive, productive relationships with clients—even in stressful situations.
• A better understanding of how to navigate cultural differences and use them to your advantage.
• Greater emotional control and a sense of satisfaction in your work.

The training program includes:

• Responding to criticism, complaints, and unreasonable claims.
• Defending against customer manipulation and dealing with emotional blackmail.
• Conflict resolution methods, such as Gordon’s technique.
• Practical tools and techniques that you can implement in your daily work right away.

Don’t wait! Enhance your skills and discover how challenging situations can become opportunities to build stronger relationships with your clients.

Join us and take customer service in your company to the highest level!

Key Objectives and Benefits

• Enhancing Customer Service Standards: Improving direct and telephone communication with customers.
• Managing Challenging Interactions: Learning strategies for dealing with dissatisfied, aggressive, or demanding customers.
• Effective Complaint Handling: Building techniques to respond professionally to customer objections and complaints.
• Emotional Awareness: Recognizing personal behaviours that may trigger emotional responses in customers.
• Stress Management: Implementing effective techniques to reduce stress in customer service roles.
• Practical Training: Gaining hands-on experience through role-playing and real-life scenarios in a safe environment.

Szkolenie obsługa klienta po angielsku – program:

Mastering Face-to-Face Customer Service

Establishing High Customer Contact Standards

• Creating a professional, calm atmosphere with appropriate tone, pace, and demeanour.
• Building trust through a balance of professionalism and relatability.

Etiquette in Face-to-Face Interactions

• Professional appearance: body language, eye contact, and personal space awareness.

The Power of First Impressions

• Effective opening strategies to establish engagement and trust within the first seconds.

Mastering Telephone Customer Service

Telephone Etiquette Essentials

• Setting the tone for professionalism through voice modulation and clarity.
• Structured openings to establish rapport quickly.

Active Listening at a Distance

• Techniques to uncover key customer needs despite the lack of visual cues.

Building a Professional Image Remotely

• Using voice alone to project confidence and expertise.

Avoiding Common Pitfalls

• Recognizing and preventing errors that can lead to misunderstandings or dissatisfaction.

Professional Customer Service by E-Mail

Best Practices in Serving Customers By E-Mail

• Common errors in email customer service.
• Sample email templates in English.
• Best practice for customer communication via email.

Assertiveness and Empathy are at the heart of modern customer service

Confidence as a Tool in Difficult Situations

• Remaining calm and composed under external pressure.

Respect as the Foundation of Communication

• Preserving dignity and maintaining professionalism in all interactions.

Expressing Boundaries Firmly but Calmly

• Delivering clear messages without escalating tension.

Turning Complaints into Opportunities – 7 Steps to Success

Listening Without Interrupting

• Giving customers space to express concerns fully before responding.

Focusing on Content, Not Emotions

• Techniques for identifying the core issue amidst emotional expressions.

Appreciating Feedback

• Transforming complaints into constructive dialogue by thanking the customer for sharing.

Sincere Apologies Without Assigning Blame

• Effective phrasing to rebuild trust while addressing the issue.

Authentic Empathy

• Expressing genuine understanding to make the customer feel valued.

Problem Solving

• Providing actionable solutions promptly and effectively.

Offering Compensation Thoughtfully

• Personalizing gestures of goodwill to restore goodwill.

The Psychology of Managing Customer Manipulation

Recognizing Manipulative Tactics

• Identifying emotional triggers or exaggerated claims used by customers.

Defensive Strategies

• Staying in control of the conversation through calm, fact-based responses – The EPS model.

Empathy with Boundaries

• Showing understanding while maintaining professionalism and avoiding exploitation.

The Art of Customer Service – Practical Exercises

Mastering the art of managing challenging customer behaviour

Techniques for maintaining emotional control during tough conversations.

Role-playing exercises for practical learning.

Reflection and group discussions for deeper understanding.

Strategies for handling complaints with professionalism.

Szkolenie obsługa klienta po angielsku poprowadzi:

Tłumacz przysięgły języka angielskiego, egzaminator językowy Cambridge, speaker Cambridge University Press oraz Oxford University Press, doradca biznesu, coach, mentor.
Wprowadzał systemy zapewniania jakości w edukacji oraz przeprowadzał i nadzorował międzynarodowe egzaminy językowe.

Ceniony przez Klientów za tworzenie bezpiecznej atmosfery sprzyjającej otwieraniu się uczestników szkoleń, coachingu i wypracowywaniu kreatywnych rozwiązań oraz inspirowaniu ich do własnego rozwoju. Pracuje w języku angielskim i polskim. 

Specjalizuje się w prowadzeniu w języku angielskim warsztatów z zakresu obsługi klienta, komunikacji, negocjacji, wystąpień publicznych, prezentacji, technik wywierania wpływu. W ich trakcie uczestnicy doskonalą zarówno znajomość języka angielskiego jak i rozwijają kompetencje osobiste. Posiada imponujący zasób słów wąsko dostosowanych do codziennego użytku, potrzeb poszczególnych działów. W swoim portfolio ma szkolenia dla kadry HR, logistyki, marketingu, produkcji, PR, branży HoReCa, medycznej, energetyki i motoryzacji.

Posiada ponad 20-letnie doświadczenie jako manager i specjalista językowy, 16-letnie doświadczenie jako trener, 10-letnie jako coach i mentor.

Certyfikaty:

• Level 7 Certificate in Leadership Coaching and Mentoring – Chartered Management Institute
• Coaching and Mentoring – Training Express
• NCFE Award in Teaching and Training
• Kirkpatrick Four Levels
• Harrison Assessment Coach & Debriefer

Przeszkolił między innymi:

Skanska, Boeing, Lufthansa, TE Connectivity, Jacobs, Hitachi, Viega, Nowy Styl, UPC Polska, Play, Amway, Habasit, Hennlich, Pearson, Oxford University Press, Polanglo, the British Council, Cambridge University Press, Cambridge Assessment, European Security Academy, Europtima, LPP, Novitech Partner, ING Bank, Santander Consumer Bank, Santander Tech, Pekao, PZU, Metro, Aldi, Zott, Toya, Kusch+Co, Rohde@Grahl, Tik Tok, T4D, GI International, Nieznany Świat, Forest Gorlice, Bringmore, Meblemad, Pomar Stal, Norautron, High Technology Machines, VM Building Solutions.

Przydatne informacje organizacyjne:

Wymagania sprzętowe:

• W celu prawidłowego i pełnego korzystania ze szkolenia należy posiadać urządzenie (komputer, laptop lub smartfon) z dostępem do Internetu, kamerą i mikrofonem.
• Proste, intuicyjne uruchamianie szkolenia na urządzeniach.
• Po rejestracji na szkolenie wszystkie kwestie techniczne będą Państwu przesłane drogą mailową.

Harmonogram godzinowy:

Zaplanuj czas na szkolenie w godzinach 9:00-15:00.
8.30 – 9.00 Logowanie do platformy i sprawdzanie ustawień

Cena szkolenia wynosi 890 zł netto.
Do podanej kwoty zostanie doliczony VAT w wysokości 23%.

Dla instytucji budżetowych i firm, które finansują szkolenie w ponad 70% z środków publicznych, istnieje możliwość wystawienia faktury VAT ze stawką zwolnioną. Aby uzyskać taką fakturę należy przesłać do nas oświadczenie o finansowaniu usługi szkoleniowej ze środków publicznych.

Cena szkolenia obejmuje: udział w szkoleniu z ćwiczeniami, materiały szkoleniowe w wersji pdf, elektroniczny certyfikat o podwyższeniu kwalifikacji zawodowych.
OSiI Effect nie wyraża zgody na jakąkolwiek formę utrwalania, powielania, udostępniania lub nagrywania przebiegu szkolenia. Treść szkolenia i materiały szkoleniowe objęte są prawami autorskimi.