Program Brief

Customers are the real wealth and capital of business organizations today. The real competitive advantage in the market is how many customers you own and your ability to maintain them. Therefore, customer centricity has become of paramount importance through customer service and excellent communication with them professionally. The program focuses on fostering a customer-centric culture by understanding customer needs and expectations aiming to make appropriate changes and thereby exceeding their expectations, delivering an outstanding customer experience and creating a long-term relationship, along with understanding the benefits of customer centric performance.

Program Goals

At the end of the training program, the participant should be able to:

  • Understand the needs and expectations of customers to exceed their expectations and consider them the first priority for the organization.
  • customers and developing the relationship with them by dealing with their different patterns, thus achieving customer continuity and repeat purchases.
  • ity, customer first, service excellence, attention and customer care to achieve a unique customer experience.
  • The ability to refresh the service for effective attention to the customer, responding to his objections and responding to his complaints and suggestions.
Program Agenda
Module 1: Outstanding Service and Customer Value
  • 1 Outstanding customer service concept

    • 2 Concepts of customer service and customer care

      • 3 Service quality requirements

        • 4 difference between regular service and premium service

          • 5 Customer value

            • 6 Bad service cost

              • 7 Establish customer service

                • 8 Customer centric culture

                  • 9 Implement a customer centric culture

                    • 10 Customer Experience Concept

                      • 11 Customer Journey and Customer Centered Customer Experience

                        Module 2 :Understand Customer Needs and Expectations
                        • 1 Concept of customer needs and desires

                          What is the difference between customer needs and wants?
                            What are the expectations in the service
                              How to exceed customer expectations
                                When is the service distinct according to customer expectations
                                  RATER model and quality of service
                                    Module 3: The Art of Communicating with Customers and Dealing with their Different Styles
                                    • 1 Customer-centric service provider balance wheel

                                      • 2 The most important characteristics of distinguished service providers

                                        • 3 Active listening and listening skills

                                          • 4 Stages of customer listening processes

                                            • 5 Body language skills in dealing with customers

                                              • 6 Dealing with difficult patterns

                                                • 7 Customer patterns and how to deal with them

                                                  • 8 Ways to take care of the customer

                                                    Module 4: The Art of Refreshing Service
                                                    • 1 Customer Satisfaction Indicators

                                                      • 2 How do we achieve customer satisfaction

                                                        • 3 Service refresh concept

                                                          • 4 Handling customer objections

                                                            • 5 What is the difference between complaints and objections

                                                              • 6 Who are the customers who complain the most

                                                                • 7 The art of refreshing service

                                                                  • 8 The Seven Habits of Customer Service

                                                                    • 9 Steps to solve customer problems

                                                                      • 10 Customer-centric service dimensions

                                                                        Program Requirements

                                                                        Not Available

                                                                        Program Path

                                                                        Names of the training programs that are integrated (enriched) with the training program:

                                                                        • Not Available

                                                                        Names of the training programs that after the training program:

                                                                        • Not Available
                                                                        Program Method
                                                                        • Other
                                                                        • Lecture
                                                                        • Case Studies
                                                                        • Practical Implementation
                                                                        • Dialogue Teams
                                                                        • Exercises and assignments
                                                                        Evaluation Method
                                                                        • Pre Exam
                                                                        • Post Exam
                                                                        Training Type
                                                                        • In Class Training
                                                                        • Online Training

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