Advanced Customer Service Workshop
السعر: 14,994 ريال سعودي

    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

    المتطلبات

    There are no eligibility requirements to attend this course.

    استفسر عن هذه الدورة

    يمكنك إضافة المزيد من الدورات التدريبية هنا.
    سيتم حفظ القائمة.

    قيِم هذه الصفحة