Customer Service Management MindShift Training
Introduction
In customer-oriented business environment, people skills are critical for career advancement and organizational effectiveness. This course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.
Targeting Audience
This course is recommended to frontline customer service representatives, team supervisors, department managers, account managers, and field service ;
Learning Objectives
You will establish the importance of setting and reviewing customer service standards, develop an understanding of internal and external customer expectations, communicate more effectively by utilizing active listening and questioning skills, demonstrate how to deal with difficult customers effectively, set SMART objectives and goals to increase daily productivity, and utilize stress management techniques to reduce tension.
Upon Completion of this Course trainees will be able to:
- Provide the service in excellence to the customers
- Improve client retentions and leads
- Enhance the Word of mouth publicity for the organization
- Deal the difficult customers efficiently
- Communicate with the customers effectively
- Associate the responsibility towards the customer and quality of the service
Course Topics
- Introduction to customer service
- Understand the importance of customer service in this competitive business environment
- Four elements of customer satisfaction-‐ perfect product, caring delivery, timeliness and an effective problem resolution
- Foundations of customer service-‐ Empathy, honesty, integrity, authenticity and love
- Acknowledge the challenge, frustration and problem of a customer, provide an effective service delivery
- Lessons of body language
- Language of leadership
- Building the rapport with the customers by mirror and match technique
This course is no longer available.
Price: AED 700
Instructor led live virtual classroom online. Classes may be individual or in group.
- Other Location: Knowledge Village - Dubai
- Duration: 2 Days
Course details
Introduction
In customer-oriented business environment, people skills are critical for career advancement and organizational effectiveness. This course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.
Targeting Audience
This course is recommended to frontline customer service representatives, team supervisors, department managers, account managers, and field service ;
Learning Objectives
You will establish the importance of setting and reviewing customer service standards, develop an understanding of internal and external customer expectations, communicate more effectively by utilizing active listening and questioning skills, demonstrate how to deal with difficult customers effectively, set SMART objectives and goals to increase daily productivity, and utilize stress management techniques to reduce tension.
Upon Completion of this Course trainees will be able to:
- Provide the service in excellence to the customers
- Improve client retentions and leads
- Enhance the Word of mouth publicity for the organization
- Deal the difficult customers efficiently
- Communicate with the customers effectively
- Associate the responsibility towards the customer and quality of the service
Course Topics
- Introduction to customer service
- Understand the importance of customer service in this competitive business environment
- Four elements of customer satisfaction-‐ perfect product, caring delivery, timeliness and an effective problem resolution
- Foundations of customer service-‐ Empathy, honesty, integrity, authenticity and love
- Acknowledge the challenge, frustration and problem of a customer, provide an effective service delivery
- Lessons of body language
- Language of leadership
- Building the rapport with the customers by mirror and match technique
Job roles this course is suitable for:
Customer Care Representative , Services Sales Manager , Business Development ManagerCourse Location
About MindShift Training
MindShift Training & Consulting is an innovative Business Consultancy and Corporate Training firm set up in Dubai, UAE. Mish Training & Consulting is globally present and provides world-class services through its representative offices in UAE, Lebanon, KSA, Qatar, Oman, Jordan, Iraq, UK, Italy & Canada.Our talented team of learning experts and consultants create business advantage for our clients by delivering professional training courses and tailored programs in the field of Engineering such as Civil, Electrical, Mechanical, Industrial, Petroleum as well as Architectural, Environment, Finance, and Business Management courses and Soft Skills. Our expert learning and development team create and run training courses designed to educate and motivate delegates.
We have an excellent reputation in the Middle East region for offering and delivering Professional Project Management Services, Risk Management Services, Value Management and Contracts, Claims and Dispute Resolution for the Oil, Gas and Petroleum Sectors, Construction and Contracting companies, Electricity, Real Estate, IT companies, various government department and private industries.
MindShift Training offers over 300 Technical & Non-Technical programs related to Project Management, Construction Engineering, Contracts & Claims, Oil & Gas, Electrical, Finance, Leadership & HR, Health & Safety, IT, Customer Service, Personnel Development and many more. See all MindShift Training courses
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