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European Commission Project

Consumer Champion is a capacity building programme of the European Commission, managed by the Consumers, Health, Agriculture and Food Executive Agency (Chafea) to support and develop the capacity of consumer organisations and other entities with similar objectives from EU Member states, EEA and candidate countries.

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Poland
04.12.17

Consumer Advice course in Krakow

Location
Krakow
Duration
2-day
Link http://www.consumerchampion.eu/course/209

This 2-day course will provide the selected participants with the relevant background information as well as the essential skills necessary when handling consumer complaints.

The aim of this course is to increase the effectiveness of consumer professionals by introducing them to the communication skills and techniques as well as to ready-to use solutions which can be further used in consumer advice sessions.

COURSE OUTLINE

Day 1

  • Setting the scene: introduction to communication
  • Communication skills and techniques
  • Phases of conversation

Day 2

  • Principles and rules of handling consumer advice
  • Standard procedures for consumer advice
  • Output: Drafting your own advice protocol

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