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Customer Service

Excellence in Customer Service


Introduction:

In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations

Targeted Groups:

  • Customer care specialists
  • Customer service representatives
  • Technical and support personnel
  • Field service representatives
  • Account managers
  • Credit and billing specialists

Course Objectives:

At the end of this course the participants will be able to:

  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately to quickly find a workable solution to the problem

Targeted Competencies:

  • Customer orientation
  • Self-confidence
  • Personal accountability
  • Persuading others
  • Empathic outlook
  • Emotional control

Course Content:

Unit 1: Definitions and Concepts:

  • Quotations on customer service
  • Service definitions
  • Quality service requirements
  • Some interesting numbers
  • Cost of bad customer service
  • Customer care foundations
  • Learning from the best
  • Additional comments about service

Unit 2: Internal Customer Service:

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service

Unit 3: Managing Customer Expectations:

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • 'RATER' in real life
  • The Service Quality (SQ) factors
  • Flying over customers' rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles

Unit 4: Effective Communication Skills for Handling Customers:

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette

Unit 5: Professional Behavior With Customers:

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non-verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive and aggressive behavior
  • Verbal and non-verbal components of communication styles

Unit 6: Dealing with Difficult Customers:

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery


UAE (Dubai)
31/10/2021 - 4/11/2021
Euro 2500
UAE (Dubai)
20/6/2021 - 24/6/2021
Euro 2500
UAE (Dubai)
11/7/2021 - 15/7/2021
Euro 2500
Egypt (Cairo)
29/8/2021 - 2/9/2021
Euro 2500
Egypt (Cairo)
26/9/2021 - 30/9/2021
Euro 2500
Morocco (Casablanca)
1/8/2021 - 5/8/2021
Euro 2500
Jordan (Amman)
19/9/2021 - 23/9/2021
Euro 2500
UK (London)
2/8/2021 - 6/8/2021
Euro 4500
UK (London)
13/9/2021 - 17/9/2021
Euro 4500
Egypt (Sharm El-Sheikh)
20/6/2021 - 24/6/2021
Euro 2500
Egypt (Sharm El-Sheikh)
19/9/2021 - 23/9/2021
Euro 2500
Malaysia (Kuala Lumpur)
28/11/2021 - 2/12/2021
Euro 3500
Malaysia (Kuala Lumpur)
7/3/2021 - 11/3/2021
Euro 3500
Malaysia (Kuala Lumpur)
18/7/2021 - 22/7/2021
Euro 3500
Turkey (Istanbul)
30/5/2021 - 3/6/2021
Euro 3000
Turkey (Istanbul)
28/11/2021 - 2/12/2021
Euro 3000
Turkey (Istanbul)
10/10/2021 - 14/10/2021
Euro 3000
France (Paris)
3/5/2021 - 7/5/2021
Euro 4500
France (Paris)
15/11/2021 - 19/11/2021
Euro 4500
Spain (Barcelona)
5/7/2021 - 9/7/2021
Euro 4500
Spain (Barcelona)
13/9/2021 - 17/9/2021
Euro 4500
Italy (Rome)
27/12/2021 - 31/12/2021
Euro 4500
Manama (Bahrain)
26/12/2021 - 30/12/2021
Euro 2500
Manama (Bahrain)
11/4/2021 - 15/4/2021
Euro 2500
Oman(Muscat)
26/12/2021 - 30/12/2021
Euro 2500
Kuwait (Kuwait)
7/3/2021 - 11/3/2021
Euro 2500
Spain (madrid)
5/4/2021 - 9/4/2021
Euro 4500
Spain (madrid)
6/9/2021 - 10/9/2021
Euro 4500
Singapore (Singapore)
5/4/2021 - 9/4/2021
Euro 4500
USA (Boston)
23/8/2021 - 27/8/2021
Euro 5000
Netherlands (Amsterdam)
8/11/2021 - 12/11/2021
Euro 4500
Canada (Toronto)
22/11/2021 - 26/11/2021
Euro 5000
Germany (Munich)
3/5/2021 - 7/5/2021
Euro 4500
Online
25/4/2021 - 29/4/2021
Euro 1250
Online
28/11/2021 - 2/12/2021
Euro 1250
Online
8/8/2021 - 12/8/2021
Euro 1250