Excellence in Customer Service :
This course uses a combination of interactive training techniques such as case studies, self-assessment exercises, video presentations, discussions, oral and written questions resulting from the discussions, as well as brief presentations by the consultant and participants.
Course objectives:
• Setting goals and programs to maximize customer satisfaction.
• Supervising the design, implementation and analysis of any customer satisfaction questionnaire.
• Classifying clients and developing relevant strategies.
• Preparing mutual service level agreements to ensure clarity and compliance.
• Adjusting the face of service in the department through well-selected key performance indicators.
The Axes :
Unit 1: Definitions and Concepts:
• Quotations about customer service.
• Definitions and concepts of customer service.
• Service quality requirements.
• Some interesting numbers.
• The cost of poor customer service.
• Foundations of customer service.
• Learn from the best .
Unit 2: Internal customer service:
• Identify internal and external customers.
• Service elements.
• Client requirements.
• The basis of excellent customer service.
• Service and profit chain.
Unit 3: Managing Customer Expectations:
• The importance of customers’ expectations.
• The level of service provided.
• Managing customer expectations.
• Service quality elements and the RATER model.
• Exceeding customer expectations.
Unit 4: Effective communication skills for dealing with customers:
• effective communication .
• Verbal communication with customers.
• Listening.
• Listening skills.
• Telephone etiquette.
Unit 5: Customer Complaints:
• The facts and their results.
• Symptoms versus causes.
• Root cause analysis.
• Strategic initiative.
Unit 6: Appropriate behavior with customers:
• The strength of behavior.
• Principles of effective behavior.
• How to deal professionally with customers.
• Communication history.
• Interesting study.
• Interpreting non-verbal behavior.
• Appropriate behavior with the client.
• Incorrect behavior with the client.
• Negative, aggressive and assertive behaviour.
• Components of verbal and non-verbal communication methods.
• Dealing with demanding clients.
• Dealing with different personality types.
• Typical types of customer personalities.
• Improving the level of service.
Target groups :
- Customer and beneficiary service officials.
- Sales and marketing officials.
- Sales department supervisors.