Customer service excellence: How you can handle your customers and achieve your goals
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

By the end of this course, delegates will be able to:

  • Identify the key concepts in relation to providing customer service excellence
  • Review, refine and develop further both the skills and processes required to ensure excellent customer service
  • Establish the skills required to identify new or additional sales opportunities
  • Practise these skills in a number of customer service situations

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

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.

Quick Enquiry

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Course Rounds : (5 -Days)

Code Date Venue Fees Register
CC116-09 21-08-2022 Istanbul USD 5450
CC116-010 20-11-2022 Manama USD 4950
Prices doesn't include VAT

UpComing Date

  • Start date 21-08-2022
  • End date 25-08-2022

  • Country Turkey
  • Venue Istanbul

Quality Policy

 Providing services with a high quality that are satisfying the requirements
 Appling the specifications and legalizations to ensure the quality of service.
 Best utilization of resources for continually improving the business activities.

Technical Team

BTS keen to selects highly technical instructors based on professional field experience

Strengths and capabilities

Since BTS was established, it considered a training partner for world class oil & gas institution

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