Saudi Arabia
Egypt
UAE
Canada
Excellence in Customer Service
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.
