Course details
Objectives:By the end of the course, participants will be able to:
- Explain the importance of customer service in a competitive environment
- Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Outline:
- Definitions and concepts
- Quotations on customer service
- Service definitions
- Quality service requirements
- Some interesting numbers
- Cost of bad customer service
- Customer care foundations
- Learning from the best
- Additional comments about service
- Internal customer service
- Identifying internal and external customers
- A final definition
- Elements of service
- Customer requirements
- Foundation of great service people
- The links in the service-profit chain
- Internal customer service
- Managing customer expectations
- The Importance of customer expectations
- Perceived service quality
- What to say and what not to say
- Calming upset customers
- 12 tips for calming upset customers
- Comments you should avoid
- Managing customer expectations
- 'RATER' in real life
- The Service Quality (SQ) factors
- Flying over customers' rising expectations
- The customer loyalty ladder
- Role-plays and exercises on dealing with different personality styles
- Effective communication skills for handling customers
- Effective communication
- Verbal communication with customers
- Active listening
- Effective listening skills
- Phone etiquette
- Professional behaviour with customers
- The power of behaviour
- Principles of effective behaviour
- How to behave professionally with the customer
- History of communication
- Interesting study
- Interpreting non verbal communication
- The right behavior with the customer
- The wrong behaviour with the customer
- Types of behaviour
- Assertive, passive and aggressive behaviour
- Verbal and nonverbal components of communication styles
- Dealing with difficult customers
- Dealing with different personality types
- Typical customer personality types
- Service recovery
Job roles this course is suitable for:
Office Product Marketing Manager , Business Leader - Marketing , Cluster Marketing Communication ManagerCourse Location
About Global Development for Training
Introduction:
Training has become of great importance to managers of various organizations and institutions where training is an effective way to increase employee's efficiency at all stages of his work. It develops his abilities, skills and provides him with new information which is an influential factor in the process of upgrading the employee and increases his authorities and responsibilities.
The last two decades have witnessed a major transformation in the training knowledge. It has become Knowledge-based science; it is the only way to progress and development.
The need of Knowledge-based science is now a scale of new wealth. It requires a distinct type of education and lifelong training in acquiring knowledge and updating on an ongoing basis. This was an important reason that led to establishment of Global Development for Training (G.D.T).
Establishment:
Global Development for Training was established in 2012 in UAE - Permit No. 91,288 in Dubai to provide training and consulting services and staff development with the latest training methods in the world and in line with the global market to meet all the strategic requirements of the global markets in an environment based on modern knowledge, through the best human development trainers in the Arab world and the rest of the world, to reach the highest level of quality, creativity and developing clients and participants.
Vision:
To be one of the best training centers in the world which train and qualify the leaders and staff of the Arab World with the latest training methods in the world.
Mission:
We seek to provide strong training base to provide training and consulting services that meet all the strategic requirements for global markets in an environment built on knowledge, and through professionals Instructors in the world. Therefore, we put our goals in order to reach the highest levels of quality and creativity.
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