Objective
Products and services are increasingly similar, making the main differentiating factor against the competition the way they are presented. Given this reality, the client buys from the Salesperson before the Product. For this reason, knowing how to argue and communicate the added value of the product or service becomes a strategic necessity for any company that seeks to consolidate itself in such a competitive and demanding market as the current one. We will improve the ability to positively influence clients and leave a memorable impression in each interaction. We will focus on developing proactive attitudes, effective communication, and skills to manage complex situations, differentiating staff who are in direct contact with the client in a highly competitive market.
Who is it aimed at
Designed for all customer service personnel, pre-sales, post-sales, commercial staff, receptionists, and anyone in direct contact with clients. Administrative and support staff who want to improve their communication and customer service skills.
Contents
1. Service Attitude.
- Find out who your clients are.
- Why is it essential today to provide exceptional customer service?
- Develop tools to maintain a positive attitude and transmit it to each of the people you deal with.
- Discover self-control and self-motivation tools.
2. Communication Skills:
- How to connect with our clients from the start.
- How to increase our ability to positively influence others.
- How to make the client feel fully heard and attended to in their demands and needs.
- How to exceed the expectations that clients have of us.
- How to be creative and take initiative to better satisfy clients.
3. Managing difficult clients.
- Handling objections or delicate situations.
- How to maintain control of the conversation.
- Types of difficult customers and how to deal with them.
4. Handling Complaints.
- How to regain a customer’s trust even though the relationship with your company has deteriorated.
- To know the most frequent causes of complaints and prevent them from occurring.
- How to calm an angry customer and turn a complaint into a great sales opportunity.
- How to control a situation when it is about to explode.
Methodology
- 2 face-to-face sessions, with intervals of 2-3 weeks (16 hours).
- 100% participatory training. Small groups.
- Development of real and concrete situations that
each participant faces in their daily life. - Intervals between sessions for practice. Immediate application to everyday life. Learning by Doing.
- Constant Feedback.
COMET RETIRO
C/ Alfonso XII, nº30,
28014 MADRID
Phone 911 231 07
Session 1 – 06.05.2026
Session 2 – 27.05.2026
Session 1 – 04.11.2026
Session 2 – 25.11.2026
HOTEL NOVOTEL
BARCELONA CORNELLÁ
Av. del Maresme, 78
08940 Cornellà de Llobregat (Barcelona)
Phone 934 747 000
Session 1 – 29.04.2026
Session 2 – 20.05.2026
Session 1 – 29.10.2026
Session 2 – 18.11.2026
HOTEL CARLEMANY
Pza. Miquel Santaló
17002 GIRONA
Phone 972 211 212
Session 1 – 16.04.2026
Session 2 – 07.05.2026
Session 1 – 22.10.2026
Session 2 – 12.11.2026
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