Excellent Customer Service | ||||||||||||||||||||||||
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COURSE DESCRIPTION | ||||||||||||||||||||||||
Course Introduction:
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this it is important to ask yourself some questions:
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service to both internal and external customers.
Course Objectives:
After completing this course participants will be able to:
Who Should Attend?
Anyone in a customer related role who wishes to learn new skills and understand the key concepts of customer service that will enable them to perform more effectively in their role.
Course Outline:
Good Customer Service Explained
Attitude is everything
Conducting Customer Needs Analysis
Creating Repeat Clients
Face to Face Customer Service
Using the Telephone Effectively
Using Email and/or Chat
Working with Challenging Clients
Escalation Techniques
Ten Things You can Do to WOW Every Time!
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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EMAIL: nooraldeen@ictd.ae website: www.ictd.ae |