Saudi Arabia
Canada
Excellence in Customer Service
Through this program, participants will gain an understanding of the concept of customer service and what is meant by potential customers. They will also learn how to delight and satisfy customers and earn their trust through acquiring good behaviors in dealing with them. Additionally, they will become familiar with different types of customers and electronic customer interaction methods.
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By the end of this course, participants will be able to:
• Understand and recognize the key features of customer service management.
• Target potential customers.
• Develop persuasion skills and the ability to rectify mistakes.
• Build strong relationships with customers.
• Handle different types of customers with professionalism and composure.
• Control their nerves and emotions.
• Handle customers professionally over the phone.
• Use email for effective communication with customers.
• Be informed about the latest Information Technology developments in customer service management.
• Integrate information and perform benchmarking.
• Evaluate and analyze the customer experience.
• Enhance the organization's reputation.
- What is customer service?
- Who are potential customers?
- When and where can customer service be provided?
- What does customer service mean to you?
- Developing effective communication skills.
- Non-verbal communication skills.
- Verbal communication skills.
- Presenting a professional appearance.
- Knowing your customer.
- Customers with different tendencies (rational, analytical, amiable, aggressive).
- Determining the level of service.
- Calming irritated customers.
- Avoiding customer irritation.
- Five basic steps to calm customers.
- Calming yourself.
- Phone customer service.
- Active listening.
- Placing the caller on hold.
- Transferring calls to voicemail.
- Call termination.
- Email.
- Online chat.
- Chat guidelines.
- Prepared responses.
- Additional customer service channels.
- Time management strategies.
- Time control.
- Task analysis.
- Prioritizing tasks.
- Causes of time wastage.
- Time management strategies.
- Time control.
- Task analysis.
- Prioritizing tasks.
- Causes of time wastage.
