Course details
Introduction to Customer Service
- What is CS
- Importance of CS
- A choice or a Must
- Who Are Your Customers?
- Internal Customers
- External Customers
- CS Experiences
Customer Service: Communication Skills
- Effective Communication Skills
- Professional Image
- Non-verbal Communication Skills
- Body Language
- Verbal Communication Skills
Understanding customers
- Customer Expectations
- Assertive Working Style
Handling customer enquiries
- Effective handling of enquiries
- The principles of effective enquiries handling
- Dealing with unreasonable enquiries
Customer Complaints
- Why do Customers Complain?
- Kinds of Customer Complaints
- Complaints into Opportunities
- Strategies for Handling Customer Complaints
Service recovery
- LES Model
Complaint handling practice
Building customer relationships
Stress Management Strategies
- What Causes Stress?
- Managing Stress
Course Location
About Recruitment, Consulting & Training
RCT offers a full package of human developments starting from the recruitment process where we help corporates & individuals to create the best match between them , followed by the consultation process for both individuals in terms of life coaching or career path analysis & corporates in terms of proper customized business consultation . Finally , RCT offers a range of customized training modules that would communicate the right , timely & effective information to each caliber.
In the training arm, RCT offers a full range of business courses customized by different sectors in the market. RCT guarantee that its recruiters, consultants & trainers are the best in the different sectors of the markets in terms of knowledge & field experience. With RCT you will have a full customized service , where examples , rule plays ,cases are completely customized to the aimed sector (FMCG, Retail, Pharmaceutical…etc).
We are committed offer corporates & individuals the most effective service in terms of quality & quantity as well as cost. Our core values concentrated in being transparent & committed with our clients, effective in our services, responsible to our society & all the time customized to the market needs.
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