Course Details
Your Growth, Our Mission
Course Description
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.
The Training Course Will Highlight ?
This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
Training Objective
This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
Target Audience
- CEOs
- Managers
- Professionals
- Help-desk and End-user Support Professionals
- Anyone who wants to provide an excellent service to his customers
Training Methods
This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;
- Lectures
- Workshop & Work Presentation
- Case Studies and Practical Exercise
- Videos and General Discussions
Daily Agenda
DAY 1:
- Review of customer service standards
- What is excellent customer service?
- Barriers to excellence – additional support required
- Who are your customers? Internal and external
- Developing the customer relationship
- Building rapport
- Demonstration empathy
DAY 2:
- The Priority Matrix
- Focusing on priorities to achieve objectives
- Revising priorities
- Consideration of impact and benefit
DAY 3:
- Mastering the telephone
- Essential communications skills
- Internet Customer Service Skills
- Active listening: Questions, statements and objections
- Additional customer care channels and Internet customer service skills
- Presenting bad news or saying ‘no’ in a positive manner
DAY 4:
- Creating a professional image – environment / use of phone / email / messages
- Structuring expectations
- Identifying additional sales opportunities
- Time Management Strategies. Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
- Customer specific scenarios with feedback and coaching
DAY 5:
- Stress Management Strategies
- Discussion: What is stress? What causes stress?
- Managing stress (or even eliminating stress)
- Action planning
- Evaluation
- Summary
Accreditation
BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.
Quick Enquiry
Request Info
Related Courses
Your Growth, Our Mission
Contact Us
Contact us to meet all your inquiries and needs, as our professional team is pleased to provide immediate support and advice to ensure you achieve your goals and facilitate your experience with us in the best possible way.
UAE
Office
Mobile
E-mail
Working
Hours