Customer Service Expert provides new opportunities that will increase your business value through competitive theoretical knowledge and operational expertise. The word "maybe" is not included in the common language of our experts. The results are a real differentiator, and success is only a consequence of the all above.

The trainings curricula are created and developed based on the skills that need improvement, which are identified following the diagnosis stage.

The quality of the courses is secured by a methodology including multiple and complex activities that will help participants to immediately implement and apply the newly learned concepts.

Our consultants are true experts in developing and implementing processes that support leaders, teams and team members to:

• Establish the strategy and properly implement it through concerted actions;
• Simplify and streamline processes;
• Reshape the strategic planning for the individual professional development and employee loyalty;
• Deliver added value by identifying and implementing new strategies and processes or additional services.

We work together to identify the best tactics and patterns that are ideally suited to the company’s strategic objectives.

Our consultants carefully analyze the business architecture of our customers and, as development opportunities are discovered, they immediately shift focus on them. In comparison with a conventional approach, substantially improved results will be visible at a much earlier stage of the process.

Areas of interaction with customers:

• Performance’s strategic analysis in multi-channel as well as conventional Contact Centers. Our experience also includes developing strategic and tactical norms for improving performance through advices from experts regarding timelines, resources, people, processes and technology;
• Align processes in the Contact Center to the objectives and strategy of the organization;
• Customer loyalty, human resources optimization and cost efficiency;
• Selection and analysis of the infrastructure and specific technical solutions. Our experience includes developing requirements related to functionality, business case (including ROI), the short list of external vendors and RFP;
• Outsourcing operational divisions for conventional Contact Centers;
• Relocation processes for conventional or multi-channel Contact Centers. Analyzing and choosing the BPO provider. Our experience includes developing business requirements, business cases, ROI, outsourcing strategy, planning, implementation and testing;
• Rethinking the essential processes in a Contact Center.

Being the best means having the ability to deliver a positive experience for your customer.

To maintain among the leaders means finding a differentiator from the competition by adopting an approach based on customer experience.

The Leadership Platform is a practical guide, focused on the clients, that encourages cultural adjustment and offers the proper tools to boost customer and brand loyalty.

From performance and time management, leadership and motivation, project management practices and decisional tactics to coaching for employees that gained the “winner” status, this complex program offers you everything you need in order to always be a step ahead of the competitors and increase your profits.

We offer the perfect setting for redefining your business across all activity sectors, by applying this solid concept focused on Customer Centricity principles.

Our experts in project management identify the strategic objectives of our clients, then draw and develop integrated projects and complex development programs.

Due to our experience, we are able to set specific directions while taking into account operational risk, time, cost and quality, the proper leadership to provide the customer transparency and full control over the process, the passion and enthusiasm for constantly adding value.

We offer to our customers the level of trust and confidence they need by granting professional leadership from the beginning of the project. The list of deliverables includes the elaboration of the business cases, the processes and the organizational architecture, and also the acquisition, design, delivery and operation.

With every decision we take on behalf of our customers, we challenge the "status quo" and we contribute with a smart working pattern in order to find the most efficient and cost effective solution, ensuring a positive experience for the final.

Business coaching is essential for the implementation of the organizational strategy, as well as for improving profitability and credibility.

Our business consultants can help you acquire specific skills that will support you in enhancing your business, implementing new strategies, reaching your goals and harmonizing the development trends.

The interim manager has the ability to undertake strategic roles, ensuring the achievement of strategic objectives and delivering fast results. These are highly experienced managers, mastering specialized skills, carrying the experience of numerous successfully implemented projects in their portfolios.

Customer Service Expert offers the companies access to talented interim managers, while providing useful advice regarding ways of collaboration and achievement of common business objectives.

Our focus on quality, responsiveness and integrity represent the cornerstone of everything we do. The solid procedures that we developed guarantee the full achievement of goals for each project we are involved in.

Educatia profesionala si cunostintele de ultima ora in domeniul Customer Service sunt o componenta importanta a succesului tau? Iti doresti sa investesti in educatia ta profesionala?

Customer Service Expert deruleaza o serie de cursuri ce au ca scop educarea profesionala a celor care isi desfasoara activitatea in Contact Center (Customer Service, Call Center, Service Center, Support Center, Debt Collection etc.). Te invitam sa alegi cursul sau programul potrivit obiectivului tau personal de dezvoltare profesionala.

Daca esti interesat de o cariera in management, sau iti doresti optimizarea abilitatilor manageriale, te asteptam sa te inscrii la programul de educatie manageriala dezvoltat de Customer Service Expert.

Programul se desfasoara pe o perioada de 1 an si ofera informatiile teoretice si practice necesare pentru desfasurarea activitatii de management operational, prin parcurgerea a 9 module educationale:

Participantii vor avea ocazia sa construiasca sub indrumarea consultantilor Customer Service Expert instrumentele de lucru manageriale pe care le vor folosi, apoi, in activitatea curenta. Concepute de o echipa de specialisti cu experienta indelungata in managementul operational de Customer Care, modulele educationale cuprind:

• sesiunile de curs propriu-zise;
• sesiunile de evaluare a punerii in practica a notiunilor teoretice;
• feedback individual pentru instrumentele de lucru elaborate de participanti pe baza informatiilor teoretice primite in cadrul cursurilor

• Sesiuni de training prin metode experientiale.
• Sunt prezentate si exersate instrumente si tehnici specifice de lucru ce vor fi aplicate in activitatea curenta sau viitoare.
• Participantilor li se aloca o tema referitoare la transpunerea in realitatea personala de business a instrumentelor si tehnicilor de lucru.
• Participantii vor sustine o prezentare a temei in fata unei comisii formata din 2 consultanti Customer Service Expert si managerul direct (daca este cazul).
• Gradul de insusire a cunostintelor si aplicarea notiunilor teoretice in practica de catre fiecare participant va fi evaluat printr-un calificativ. Participantul va primi feedback individual si recomandari specifice.

• Calificative: SUBSTANDARD, STANDARD, FOARTE BINE SI EXCELENT.
• Calificativul de absolvire este minim STANDARD.
• Participantii au posibilitatea sa repete prezentarea, folosindu-se de recomandarile si feedback-ul comisiei de evaluare.

Vei avea ocazia sa inveti despre domeniului complex de Customer Service in contextul actual al pietei din Europa. Pilonii ce sustin desfasurarea armonioasa a activitatii sunt: rolul, responsabilitatile, competentele si obiectivele specifice. Plecand de la acestia vei avea posibilitatea sa aprofundezi standardele fundamentale in comunicarea cu clientii prin metodologii experientiale, exersand prin jocuri de rol, ascultand si evaluand apeluri. Vei intelege, de asemenea, modalitatea prin care performanta individuala influenteaza obiectivele de echipa si strategia organizatiei in ansamblu.

Eficientizarea interactiunii cu clientul este un subiect intotdeauna de actualitate. Prin urmare, vei afla practic modalitatea prin care folosind abilitatile de comunicare poti obtine o interactiune eficienta, dar pastrand standardele de calitate.

Principiile si notiunile teoretice de Customer Experience vor fi prezentate si puse in practica. De asemenea, veti intelege in profunzime influenta performantei individuale asupra obiectivelor de Customer Experience.

• ABC –ul in Customer Service - Bazele comunicarii in relatia cu clientii
• E.P.I.C. Customer Service - Fundamentul succesului in relatia cu clientii
• Customer Experience - principii si abordare

• ABC-ul comunicarii in colectarea de creante
• E.P.I.C. in colectarea de creante
• Customer Experience in colectarea de creante

• ABC-ul in Telesales
• Tehnici de vanzare avansate

• Elemente de comunicare pozitiva

• Training prin metode experientiale
• Sunt prezentate si exersate instrumente si metodologii specifice de lucru ce vor fi aplicate in activitatea curenta sau viitoare

• Calificative: SUBSTANDARD, STANDARD, FOARTE BINE SI EXCELENT.
• Calificativul de absolvire este minim STANDARD.
• Participantii sunt observati individual pe parcursul cursului si evaluati dupa abilitati specifice de Customer Service. Gradul de insusire al cunsotintelor teoretice si transpunerea in practica este evaluata prin exercitiu final.
• Participantul are posibilitatea sa repete exercitiul folosindu-se de recomandarile trainerului.

• Elaborarea instrumentelor si metodologiilor de lucru specifice activitatii desfasurate. Acestea vor putea fi folosite in activitatea reala.
• Insusirea cunostintelor teoretice necesare desfasurari unei activitati de management in Customer Service.
• Transpunerea teoriei in realitatea practica de business.