Excellence of Customer Service Egyptian Banking Institute
Price: TBA

    Course details

    In this course, participants will acquire the skills necessary to deliver consistent quality customer service that builds customer loyalty

    Course Objectives:

    • Practice expected behaviors for outstanding customer service
    • Apply the excellent customer service equation in handling difficult customer

    Course Outline:

    Module 1: Introduction to Customer Service Concepts and Definitions

    • Definition of quality customer service
    • Why do organizations care about customer service?
    • Statistics on customer service
    • Reasons for poor service
    • The customer service department structure
    • Setting customer service strategy exercise
    • Service quality measures
    • The attitude and quality of customer service representative
    • The positive and negative points when contacting with customers
    • Customer importance movie

    Module 2: Dealing with your Customer

    • The excellent customer service equation
    • Greeting the customer
    • Determining needs
    • Meeting needs
    • Making the moment memorandum
    • Check results
    • Leaving the door open
    • Ways to discover hidden dissatisfied customers
    • Why customers become angry
    • The two “misses” – misunderstanding and missing information
    • The process of handling objections
    • Handling different types of customers
    • The 6 rules of the great customer service

    Assessment Strategy:

    • Participants will be informally assessed based on their participation in exercises and role plays
    Updated on 08 November, 2015

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