Course details
The success of business largely depends on competitiveness and profitability both of which are maximized in the long run by doing best what matters most to customers. This course offers the key aspects of customer service, handling complaints, building relationships, customer satisfaction, policy formulation and telephone techniques. The importance of exceptional service and customer care are two of the keys towards success in business.
TARGET PARTICIPANTS:
Customer Service Staff and anyone who deals with customers (either internal or external customers).
COURSE CONTENTS:
- Importance of Customer Care
- Effective Communication
- Handling complaints/difficult customers
- Nature of persuasion
- Customer satisfaction
- Identifying Customers’ needs, wants and expectation
Telephone skills:
- Advantages and disadvantages of the telephone
- Frustrations on the telephone
- Different types of telephone behaviors
- Internal customer service on the telephone
- Call control
- Dealing with difficult calls
About Al Mashreq Training
Al Mashreq Training is a professional private training provider that offers top-notch quality training and consultancy services in diversified areas. Established in 2000, Al Mashreq Training’s vision is to become an internationally recognized training provider that offers the highest quality training in the region. Al Mashreq Training pioneered training provision for Occupational Health and Safety!
Al Mashreq Training concentrates on providing high quality training on the areas of Health & Safety, Business Management, English Language and Information & Communication Technology. As a result, Al Mashreq Training acquired accreditation from the most sought after UK Awarding bodies namely: National Examination Board on Occupational Health and safety (NEBOSH), Institution of Occupational Safety and Health (IOSH) and The Chartered Institute of Environmental Health (CIEH), International Computer Driving Licence (ICDL), Health & Safety Institute (Medic), London Chamber of Commerce and Industry – Education Development International (LCCI - EDI) & the Chartered Institute of Marketing (CIM). In 2006, Al Mashreq Training signed an agreement with the world largest safety organization (The US National Safety Council – NSC) to be the main agent in Bahrain for the NSC.
The Quality Assurance Agency (QAA) in Bahrain regularly assesses all educational establishments in the country, evaluating all aspects of the teaching and administration of the schools and colleges. In 2012, Al Mashreq Training was one of the very few educational establishments awarded the highest assessment of Outstanding by the QAA.
Over the past twelve years since Al Mashreq Training was established, it has successfully trained many people in a variety of qualifications. Many of these students have been aided by Bahrain Labtheir Fund (Tamkeen). The purpose of this project is to enable Bahrainis to obtain the necessary training to help develop the human restheirce needs of the country. Al Mashreq Training has been instrumental in addressing these needs and has provided ctheirses for more than 10,000 students to help them progress in their chosen careers.
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