Sales, Marketing & Customer Care

01-03-2020 - 12-03-2020 5800 دبي


Course Introduction:


Whether working face-to-face with customers or reaching out to clients through sales and marketing, employees are responsible for how an organization is perceived. From customer service and sales training to e-Business and online marketing are focused on helping employees drive results.



Course Objectives:


  • Enhances your ability to retain customers and increases business.
  • Participant will learn how to implement plans that will increase customer satisfaction and help them to provide the right products and services at the right quality at the right time.
  • Designed to help those working in sales and marketing to identify, recruit and retain the perfect customer.



Who Should Attend?


Anyone working in Sales, Marketing & Customer Service Executives.


Course Outline:


  • Who’s the customer?
  • What’s Customer service & Why it’s important?
  • Why monitor your customer service?
  • Good customer service standards.
  • Different service levels.
  • What customer really expect from customer service?

o   Help.

o   Respect and appreciation.

o   Comfort, compassion and support.

o   To be listened to with empathy

o   Satisfaction.

o   Trust and reliability.

o   A friendly, smiling face.

o   Understanding.

o   To be made to feel important.

o   A quality product or service at a fair price.

o   Taken seriously.

o   Guaranteed immediate action.

o   Assured the problem will not happen again.

o   Compensated in some way


  • The customer wants you to….

o   Greet him

o   Value him

o   Help him

o   Listen to him

o   Invite him back


  • Phone etiquettes.
  • Good call guidelines.
  • The call:

o   Greeting

o    Body

o    Closing


  • The steps to handle complaint calls:

o   Ask for suggestions.

o    Gather all the information before offering solution.

o   Before agreeing to the solution use a trial close.

o    Manage the customer expectation.

o    Close the call


  •  Handling difficult customers:

o   Complaining customer.

o   Mistaken customer.

o   Critical customer.

o   Abusive customer. (Offensive-Rude-Violent)


  •  Elements of the voice & Message Delivery:

o   Pace

o   Inflection

o    Intensity

o    Volume

o    Attitude


  •  Call Techniques:

o   Hold

o   Transfer

o   Call back


  • Pitfalls:

o   Pitfalls: are the issues that are not get in the way of good customer service

o   Saying “I don’t know”.

o   Debate with the customer.

o   Getting defensive.

o   Agreeing with a customer’s negative viewpoint.

o   Avoiding responsibility.

o   Losing trust in your company.


Course Methodology:


A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation


Course Fees:


This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.


Course Timings:


Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session



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