Advanced Customer Service Workshop هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Day One
Customer service
· Quotations on customer service
· Service definitions and concepts
· Quality service requirements
· Some interesting numbers
· Cost of bad customer service
· Customer care foundations
· Learning from the best
 
Day Two
Internal customer service
· Identifying internal and external customers
· Customer requirements
· Foundation of great service people
· The service profit chain
 
Day Three
Managing customer expectations
· What to say and what not to say
· Calming upset customers
· Comments you should avoid
· Managing customer expectations
· 'RATER' and the service quality (SQ) factors
· Flying over customer expectations
· Role-plays and exercises on dealing with different personality styles
 
Day Four
Effective communication skills for handling customers
· Active listening
· Effective listening skills
· Phone etiquette
Dealing with difficult customers
· Dealing with different personality types
· Service recovery
 
Day Five
Professional behavior with customers
· The power of behavior
· Principles of effective behavior
· How to behave professionally with the customer
· History of communication
· Interesting study
· Interpreting non verbal behavior
· The right behavior with the customer
· The wrong behavior with the customer
· Assertive, passive and aggressive behavior
· Verbal and non verbal components of communication styles
 
  تحديث بتاريخ 16 May, 2024