Secretarial Training هذه الدورة تدرس باللغة الإنجليزية دبي

تفاصيل الدورة

Course Overview

DAY 1

Setting the Standards for Customer Service Excellence

• The benefits of providing excellent customer service
• Breakout session: How to use customer service to promote customer loyalty
• Case study: The best and worst customer service providers
• The WOW Factor: Going the extra mile…and then some!
• The importance of managing internal and external customer expectations
• First impressions: What do your customers see and hear?
• Understanding and working with the four customer styles
• Practical exercise: What is your individual personality type?

- Developing Excellence in Teams

• Team goals and the importance of teamwork
• Working groups. teams and high performance teams
• Defining critical team roles and responsibilities
• Innovative problem solving and effective decision making
• Tools and techniques for team development
• Virtual and remote teams

DAY 2

Communicating the Customer Service Message

• How well does your organisation communicate the importance of customer
• service?
• Understanding your customer’s nonverbal communication
• Tips for building trust and rapport quickly…face-to-face or on the telephone
• What is your preferred learning style?
• Developing your active listening skills to enhance communications
• Use questioning techniques to identify a customer’s expectations and service
• requirements
• Telephone tips to promote a professional image
• The dos and don’ts of written communication

DAY 3

Service Recovery: Handling Complaints and Difficult Customers

• The importance of customer complaints and why they should be encouraged
• Six steps to service recovery
• Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
• Strategies to help calm upset customers
• Managing emotions during stressful situations
• Empower employees to get the job done
• Breakout session: Step-by-step process for handling a customer complaint
• Role-play exercise: Dealing with upset customers

 Performance Excellence

• Understanding and influencing the factors that affect performance
• Creating clear goals and objectives
• The importance of how you do it as well as what you do
• Giving and receiving feedback
• Recognizing and using motivational factors at work
• Building on strengths or eliminating weaknesses