Excellence of Customer Service Egyptian Banking Institute

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

A specialized and unique service provided by EBI's Research and Awareness Department. At the Egyptian Banking Institute, we produce publications every year about the EBI’s business performance, our charitable giving, our efforts to reduce the impact of our businesses on the environment, and other measures of our sustainability.

See all Egyptian Banking Institute courses

Contact information not available.

Courses you can instantly connect with...
Measuring Customer Satisfaction American Supplier Institute Customer Centered Marketing MERL Egypt Dealing with Difficult People CTC Academy

Is this the right course for you?

Rate our content

Didn't find what you were looking for ?