Advanced Communication Skills هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Objectives :

• Deep understanding of CRM
• Gain customer loyalty and achieve growth
• Achieve excellence in service
• Provide valuable and competitive benefits
• Customer is the main focus of business success
• Customer data is harnessed to win and retain customers
• Optimize the concept of "Customer Relationship Management"
• Introducing the concept of "customer relationship management" and its basic benefits
• "Customer relationship management" is suitable for the present working environment
• Six steps of customer experience and how to identify critical points
• Implementation requirements of the concept of "customer relationship management"
• The four steps of the planning process
• What we mean by practical focus and why it needs to be comprehensive
• Segmentation and division of customer types
• Analysis of statistical modeling to increase the value of customer loyalty
• The concept of communication and its importance and uniqueness
• Characteristics, methods and types of communication
• Increase communication effectiveness



Training Content:

The nature of public relations
• Customer service definition
• Customer service skills that you must have
• Defining the concept of customer service
• Customer service concept, characteristics, stages
• Service concept and characteristics
• Service concept
• Service characteristics
• The difference between goods and services
The concept and standards of excellence in customer service
• The concept of excellence
• The foundations of excellence
• Type of service itself
• The nature of the applicant
• The nature of the service provider
• Excellent service
• Know what your customers' expectations are for you to surpass them
Distinctive service constraints
• Excellent service in capsule
• Use intelligence and wisdom in customer service
• Make the difference
• Good and bad customer service
• Distinguished service providers
Important tips in communication and public service
• To meet customer needs and requirements before they appear
• Understand your customer well
• Listen carefully to the client and look at him
• Dealing with the customer sincerely
• Make communication easy
• Aspire to build solid relationships with customers
• Keep your customer alive
• Skip the promises given to the client
• Communicate with customers regularly
• Smile is the secret of success
Customer complaints and handling
• Customer satisfaction is broad client
• Customer is always right.
• Complaint is a degree of loss.
• Listen to the complaint.
• Explain exactly what is the problem
• Explain to the customer the situation
• Do not hurt a product
• Resolving the complaint
• Draw a positive image of your origin
  تحديث بتاريخ 16 May, 2023