Saudi Arabia
Egypt
UAE
Canada
Customer Service Excellence
Accreditation Number: 115319672
Approval
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The primary goal of customer service is to satisfy customers, earn their trust, and encourage them to continue doing business with the organization. This ensures the financial returns gained from customers in exchange for the goods and services offered by the organization, directly impacting sales strength and achieving a competitive edge among other organizations in the same sector.
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By the end of this course, participants will be able to:
• Recognize the characteristics and means of communication and building a first impression.
• Develop feedback skills and the SPI methodology in service.
• Understand the concept of customer service for front-line employees.
• Grasp the psychology of customer service excellence.
• Comprehend service and the Step by Step model.
• Learn etiquette and protocol.
• Understand and absorb the features of human behavior and its effectiveness in service.
• Recognize emotional intelligence and the power of emotions.
- Concept and definition of the communication process.
- Nature of the communication process and its characteristics.
- Analyzing communication relationships.
- The importance of first impressions.
- Identifying elements of the first impression.
- Activities and exercises.
- The importance of providing feedback.
- Using rephrasing.
- Providing constructive feedback.
- Offering positive feedback.
- Providing constructive feedback.
- Activities and exercises.
- Definition of service.
- Understanding the purpose of organizational messages, their importance to customers and employees.
- Knowledge of service specifications and the importance of critical moments.
- Elements of achieving service quality.
- Service delivery methods.
- Activities and exercises.
- The concept of excellence.
- Indicators of excellent service.
- Criteria for excellent service.
- Factors influencing service delivery.
- Service excellence.
- Activities and exercises.
- Words and meanings.
- The deep structure of words.
- The circle of positive beliefs.
- The circle of influence.
- Activities and exercises.
- The concept of etiquette and protocol.
- Etiquette and protocol.
- The difference between etiquette and protocol.
- Fixed rules of etiquette and protocol.
- Etiquette.
- Activities and exercises.
- Concept and importance of human behavior.
- Determinants of human behavior.
- Behavior and exchange relationships.
- Human behavior and individual differences.
- Activities and exercises.
- The concept of emotional intelligence.
- Flourishing emotional intelligence in modern organizations.
- Components of emotional intelligence.
- Emotional hijacking.
- Characteristics of emotionally intelligent individuals.
- Activities and exercises.
- Deep understanding of customer needs.
- Problem-solving techniques.
- Handling difficult customers.
- Using customer support systems.
- Performance evaluation.
- Activities and exercises.
