Customer Service Management هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Course Overview:

Many organizations claim “The Customer is King” while referring to their employees as internal customers ultimately creating a conundrum regarding who the real customer is. Providing excellent customer service is a must and a key skill for high performing staff.

This workshop is designed to help you appreciate why external and internal customers are both kings and queens and how without them – both – the organization will not endure. It will also enable participants to revitalize their approach to customer service and put the customer at the heart of their organization.

Who Should Attend:

Any individual who interacts with the most important person to use your services – the external customer, and who has the influence to make or break the customer relationship.

Learning Outcomes
At the end of the course, participants will be able to:

• Developing a Customer Service philosophy
• Where does customer service start?
• The difference between Internal and External Customers
• Best practices for Internal Customer Service
• A Customer Service mind-set
• ‘Moments of Truth’ – Customer Service touch points
• The impact of first impressions
• What is your current Customer Service level?
• The different levels of Customer Service
• Improving Customer Service Standards
• Achieving the ‘WOW’ factor of Customer Service
• How does your communication impact on customers?
• The art of listening to your customers
• Asking the questions your customers want to hear
• Effectively communicating with customers
• Strategies for dealing with challenging behavior from customers
• Handling customer complaints proactively and effectively

تحديث بتاريخ 03 March, 2020