Program Brief

Customer service is very important to business success as it requires knowing yourself before knowing the customer as well as knowing the processes and techniques to build strong customer relationships. Excellent customer service is not an optional thing but an urgent necessity. When you deal with your customers exceptionally, they become an effective marketing tool for business. The program focuses heavily on the behaviors and social aspects of customer service through the practice of communication skills techniques in addition to understanding and using different aspects of behavior and body language to ensure positive and successful customer interaction.

Program Goals

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

  • Recognize the importance of customer service through defining expectations and meeting needs.
  • Understanding the impact of exceptional customer service for the first impression.
  • telephone etiquette, electronic mail so that to communicate effectively with the stakeholders
  • Reaching a unanimous agreement with customers through demonstrating acceptable creative solutions.
  • Adopting the best practices and communication methods with customers for detecting the hot points of resentment and handling them.
  • Understanding benchmarking through customers’ perspective to achieve competitive success and gain customer satisfaction.
  • Dealing professionally with difficult customers to build a good friendly will through FTF which leads to retain them so long.
  • Applying appropriate strategies to meet customers’ needs and offering high quality services.
Program Agenda
Module 1: Importance of Exceptional Customer Service
  • 1 Understand why customers stop doing business with a company

    • 2 Understand everyone’s role in customer service

      • 3 Recognize Investigation to learn the financial impact of one lost customer

        Module 2: Who your Customers Are? And What They Expect?
        • 1 Understand who your external and internal customers are

          • 2 Learn what your customers expect from you with every interaction

            • 3 Learn how internal customer service affects external customer service

              Module 3: Attitude and Exceptional Customer Service Qualities
              • 1 Understand how taking ownership and personal accountability puts service over the top

                • 2 Understand what qualities and learn the skills that are needed to provide exceptional service

                  • 3 Learn how to actively listen without interrupting

                    • 4 Learn how and when to apologize and empathize

                      • 5 Understand how exceptional customer service qualities affect 1st impressions

                        • 6 Learn how good personal hygiene is important when dealing with face-to-face customers

                          Module 4: Phone, Voice mail, Email, and Texting Etiquette
                          • 1 Telephone exercise and phone etiquette rules

                            • 2 Understand how to place callers on hold properly

                              • 3 Learn the correct way to transfer calls

                                • 4 Understand the rules to taking messages

                                  • 5 Learn voice mail etiquette rules

                                    • 6 Learn E-mail etiquette rules and learn text messaging etiquette rules

                                      Module 5: The Customer Interaction Process
                                      • 1 Understand the five parts of the customer interaction process

                                        • 2 Learn how to reassure and use empathy

                                          • 3 Learn how to offer solutions and come to agreement

                                            • 4 Learn how to close the call and how to deal with a talkative caller

                                              Module 6: Preventing and Dealing with Angry Customers
                                              • 1 Know the signs of frustration

                                                • 2 Understand the hostility curve and techniques to calm down an angry customer

                                                  • 3 Learn how to deliver bad news

                                                    • 4 Learn what to say to the verbally abusive customer

                                                      • 5 Learn how to manage complainers in groups

                                                        • 6 Identify customer needs and provide the best available service

                                                          • 7 Implement appropriate strategies for meeting changing customer needs

                                                            • 8 Professionally communicating with difficult customers

                                                              • 9 Identify the hot spots that cause customer frustration

                                                                Module 7: Customer Service Excellence
                                                                • 1 Why excellence in customer service is a hot business boardroom issue

                                                                  • 2 Understanding your customer’s expectations

                                                                    • 3 Meeting and exceeding changing customer expectations

                                                                      • 4 Understanding Benchmarking for competitive success

                                                                        • 5 Core foundations for building a customer culture

                                                                          • 6 Overcoming obstacles to customer service excellence

                                                                            • 7 Assessing your organizational culture for customer service focus

                                                                              Module 8: Hiring for Attitude - Training for Skills
                                                                              • 1 Core customer service qualities and competencies

                                                                                • 2 Retaining and motivating your best people

                                                                                  • 3 Developing staff engagement in the business

                                                                                    • 4 Using rewards and incentives to motivate performance

                                                                                      • 5 Understanding the importance of the team leader/supervisor in frontline staff employment

                                                                                        • 6 Addressing ‘real life’ work challenges in customer service excellence

                                                                                          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
                                                                                          • Lecture
                                                                                          • Case Studies
                                                                                          • Brainstroming
                                                                                          • Practical Implementation
                                                                                          • Dialogue Teams
                                                                                          Evaluation Method
                                                                                          • Pre Exam
                                                                                          • Post Exam
                                                                                          • Simulation Test for professional exam
                                                                                          Training Type
                                                                                          • In Class Training
                                                                                          • Online Training
                                                                                          Partners

                                                                                          Not Available

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