Customer Service Training هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Good customer care is a fundamental ingredient for successful organisations. The Customer Service Training course is designed for people on the front line, either face to face, over the phone and dealing with either external or internal customers. Exercises, group discussions, written exercises, role play scenarios are designed to help group participation.

Course objectives include creating and maintaining loyal customers, a greater awareness of customer expectations and how to exceed them, learning the techniques for handling complaints and management of internal relationships.

In preparation delegates should write down problems/situation they have difficulty with for discussion on course.

“This course gave me a totally different view on my customer services skills. An excellent course.”

Course Benefits

• More customer focused personnel
• Greater awareness of our customers’ expectations
• Create loyal and satisfied customers

Course Programme

• What is customer satisfaction? How do customers judge us? What do customers expect?
• Why is it vital to any organisation?
• Who are our customers?
• Satisfying customers, customer transactions
• Effective listening to achieve customer satisfaction, questioning techniques
• Complaint management, techniques for dealing with complaints
• Email etiquette, Telephone Skills and Face to Face communication
• Having a positive attitude towards complaints
• Using behaviour to influence customers, eliminate conflict and enhance the customer transaction
• Communicating empathy, action and positive language
• Exceeding human needs increases customer satisfaction.

Course Outcome

• Participants will understand factors essential to good customer service
• Participants will be able to communicate effectively by phone/e-mail/face to face
• Enabled to control their behaviour to create loyal customers and illuminate conflict
• Know why customers complain and how to handle them
• Guide customers to give the information they need to give customers what they need
• Give clear and concise information and to check customer understanding
• Listen effectively and show customers they have understood
• Participants will be able to maintain an informative relationship with internal customers and also maintain a positive attitude
• Increased capacity to effectively and satisfactorily handle complaints