Course Overview


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


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


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

AAC is a worldwide, one-stop management consultancy services provider company who offer the better quality service to their esteemed clients. AAC is a team of well qualified management and business professionals geared up to spear head and partner your plans, progress, and profitability in business. If your quest is for:

A One Stop Business Consulting Solutions

A One Stop Management Consulting point

A team to incorporate and manage your business

A One Stop Business and Auditing/accounting Outsourcing

Leader in providing the corporate /commercial and learning services provider
At AAC – We give wings to your dreams- convert plans into actions- guide , mentor and monitor your progress and deliver profitable results to your enterprise with implication of  “SMART” strategy

We are here to EMPOWER you to do what you know to do the best – your business We are your external perspective to your internal thoughts with efficiency and effectiveness. We give you insights about your business and your plans and act as catalysts enabling your business growth.

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