Customer Service ( Evening ) هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Course Objectives :

• At the end of the course, participants should: 
• Be able to provide a distinct service to customers according to the best scientific standards, 
• Acquire the skills of building communication with customers to keep them and maintain their loyalty, 
• Be able to increase the number of customers and open new markets.

Course Outline :

• Introducing the scientific concepts of customer care and how to take advantage of them on the field. 
• Linking the concept of customer care with the concept of total quality 
• Prepare relevant customer care templates for all work phases 
• Introducing the roles and mission of all customer care staff • Promoting the customers’ interest and loyalty 
• Providing participants with the methods and channels of building effective communication with the existing customers 
• Introducing the skills of building new markets and attract new customers 
• Consolidating the customers’ loyalty through exceptional care 
• Establishing moral principles and fundamentals exceeding the customers’ expectations. 
• Using creative techniques to build and develop the relationship with the customers 
• Focusing on the customer care process 
• Determining the main customers’ issues, 
• Using questions to orient customers to take the buying decision • Focusing on the internal customer care: 
• Analyzing the customers’ expectations inside the organization 
• Getting a clear image of the internal care relationships through work sites or positions, 
• Applying the best internal customer care standards 
• Providing a better internal customer care to influence the external customer care, • Skills of incoming and outgoing telephone calls and personal contact: 
• Looking for small details which make the difference in customer care, 
• Enhancing trust through interaction with customer calls 
• Taking advantage of the sales incomes and the customer care opportunities 
• Using the information gathering form to understand and evaluate the customer needs 
• Building human relationship to deal with difficult customers 
• Using outgoing calls to create positive attention 
• Providing participants with personal communication skills to enable them to provide distinct customer care, 
• Providing participants with communication channels through all phase of internal and external customer care.

Course Benifits:

• A graduation certificate accredited by Aljazeera Media Training and Development Center 
• A guidebook on customer care

Entry Requirements :

• A degree in media, business management or marketing 
• Some experience in public relations