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6 Reviews
Discover the secrets to excellence in enhancing customer .experience and loyalty
6 Reviews
The increasing competition has led companies to focus on improving their relationships with customers, being the basis for organizational transformation and development. This program aims to develop employees' skills to improve the customer experience before during and after the service. It also includes building a model to improve the customer experience, which ensures their satisfaction and loyalty, enhances market share and profits, and fosters the culture of customer experience in the organization across all stages of service
Banking
Capital Market
Insurance
Financing
Customer Orientation
Not Exist
Lecture
Case Studies +4
Lecture
Case Studies
Brainstroming
Practical Implementation
Dialogue Teams
Role-play
Pre Exam
Post Exam
Purchase Program
( 0)Available
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This provides you with the opportunity to select the available times that suit you best for participation in our program. These times represent slots during which we are ready to welcome you and provide assistance and guidance.
In Class Training
Customer Experience Concept
Customer Experience Journey
Motives behind service excellence
What satisfies the customer and the importance of customer satisfaction
Inverted pyramid and customer first
The concept of excellence in customer satisfaction
Qualities of a professional employee in customer service excellence
The mirror technique in dealing with customers
The cast model
In Class Training
The concept of expectations
Sources of expectations
3 types of expectations
The role of expectations in assessing service quality
When is the service distinct according to customer expectations?
RATER model and elements of service quality
Exceeding customer expectations
In Class Training
Defining effective communication
The goals of effective communication
Communication as a key success factor
Reading the body language of customers
Active listening
Effective listening skills
Phone etiquette
Components of verbal and non-verbal communication styles
In Class Training
Why do customers not complain?
Turning a complaint into an opportunity
When does customer retention increase?
The last model in dealing with complaints
Appropriate behavior with the client
Positive language
The importance of good, understanding listening
Techniques for dealing with customer complaints.
In Class Training
Principles of Effective Behavior
How to deal professionally with clients
Appropriate behavior with the client
Wrong behavior with the customer
Assertive, passive and aggressive behavior
In Class Training
Why do customers get angry?
10 reasons to deal with an angry customer
Dealing with difficult clients
Dealing with a talkative customer
Dealing with a persistent customer
Recognize the concepts of customer experience and excellence in customer satisfaction through an understanding of the entire customer journey and the ability to improve it and define its role in it.
Defining and analyzing customer expectations correctly, which contributes to the ability to exceed customer expectations and obtain their satisfaction.
Improving reception, listening and communication skills with customers, which leads to professional dealing with customers.
Increasing the ability to manage customer complaints to identify complaints and choose the most appropriate method for resolving and dealing with them.
Recognizing the proper professional behavior in dealing with clients and defining the positive language with them to reduce the amount of behavioral errors.
Recognize the types of difficult customers and the way to deal with them to improve relations with them and build continuous relationships.
