The Strategic Marketing Plan هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

• Explain the importance of customer service in a competitive environment
• Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
• Practice the techniques of managing customer expectations and delighting customers
• Provide better, faster service and increase customer satisfaction
• Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

• Definitions and concepts
  • Quotations on customer service
  • Service definitions
  • Quality service requirements
  • Some interesting numbers
  • Cost of bad customer service
  • Customer care foundations
  • Learning from the best
  • Additional comments about service
• Internal customer service
  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service
• Managing customer expectations
  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • 'RATER' in real life
  • The Service Quality (SQ) factors
  • Flying over customers' rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles
• Effective communication skills for handling customers
  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette
• Professional behaviour with customers
  • The power of behaviour
  • Principles of effective behaviour
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non verbal communication
  • The right behavior with the customer
  • The wrong behaviour with the customer
  • Types of behaviour
  • Assertive, passive and aggressive behaviour
  • Verbal and nonverbal components of communication styles
• Dealing with difficult customers
  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery