Customer Orientation & Communication Skills
05-08-2024 - 09-08-2024 | 3300 $ | Dubai |
---|
We make your employees aware of how to think and act with a customer focus – taking a practical approach using examples from your day-to-day business. This improves communication skills and teaches participants how to behave correctly.
The Customer Orientation course is aimed at service providers, such as banks, insurance companies, transport companies and organizations operating in the healthcare sector. Employees are made aware of how to think and act with a customer focus.
· Your employees are able to respond better to the wishes and requirements of your customers.
· This ensures you have a clear competitive edge when it comes to customer care.
· To set clear guidelines for effective communication
· To consider the role of good interpersonal skills in the multi-cultural workplace
· To understand different behavioral styles and learn to modify your behavior to achieve best results
· To understand how to give and receive constructive feedback as a way to build better relationships
· To demonstrate assertive behavior
· To make use of all of the above skills to ensure effective teamwork
· Customer service professionals, managers, quality management personnel, voice of the customer analysts
· All specialists responsible for building and sustaining their company’s reputation for customer service excellence
Module One: Our company – our spirit
Module Two: Making the customer feel valued and appreciated
Module Three: Stress and conflicts in dealings with the customer
Module Four: Managing the delivery of customer service excellence
Module Five: The business case for customer service excellence
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
This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.
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