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التميز في مجال خدمات العملاء
الأهداف

By the end of this customer service excellence course, it is expected that participants should be able to:

  • Deliver Better, Faster Service
  • Increase Customer Satisfaction
  • Gain Repeat Business
  • Increase Credibility with Customers—and Value to Organization
  • Better Manage Stressful Situations

الخطوط العريضة

The Customer Service Excellence course covers the following topics:

 

THE BENEFITS OF EXCELLENT SERVICE

  • Focus on Customer Service Success
    • Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
    • Appreciate How Delivering Excellent Customer Service Reduces Personal Stress at Work


PROFESSIONALISM UNDER PRESSURE

  • Understand How Emotions Are Created
    • Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
    • Use Body Language to Control Emotional State
    • Honor Negative Emotions Positively
    • Change Emotional State in Three Minutes to Avoid Negative Emotional Carryover

 

INTERNAL CUSTOMER SERVICE

  • Identify Internal and External Customers
  • Appreciate That Internal Service Is Just as Important as External Service
  • Understand the Two Levels of Customer Service
  • Have Influence over Issues That Cannot Easily be Controlled

 

MANAGING CUSTOMER EXPECTATIONS

  • Appreciate That Customer Satisfaction Is Based on Perceptions
    • Identify Customers' Top Two Expectations
    • Recognize That it Saves Time and Reduces Stress by Focusing on the Top Two Expectations of Customers
    • Preparation to Handle Customers by Knowing How and Where They Get Their Expectations


MANAGING CUSTOMER EXPECTATIONS BY PERSONALITY STYLE

  • Understand Yourself and Your Own Personality Style
    • Understand and Identify the Personality Styles of Others
    • Avoid Taking Things Personally
    • Expand Your Communication Skills to Get Along Easily with More Customers


PERSONALIZED LISTENING SKILLS

  • Build on Personal Listening Strengths
    • Reduce Personal Listening Liabilities
    • Identify Customer's and Personal Listening Styles
    • Create Rapport with Customers More Easily to Have More Influence

VOCABULARY, TELEPHONE, AND E-MAIL

  • Appreciate the Power of Words
  • Avoid Creating Negative Impressions with Words
  • Use Persuasive Language Patterns
  • Stand Out on the Telephone
  • Write E-mail Quickly That Customers Will Read and Understand


DEALING WITH DIFFICULT CUSTOMERS

  • Recognize and Respond Effectively to Specific Customer Behaviors
    • Understand the Physiology of Anger
    • Listen to an Angry Customer So That They Calm Down
    • Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
    • Remain Calm During Interactions with Angry Customers by Applying Emotional Management Tools

 

 

من ينبغى أن يحضر

-  Customer Service professionals

 -  Sales representatives

 - Tele-sales 

 

المدة

5 أيام

تاريخ البداية تاريخ النهاية الدولة المدينة
2020-06-21 2020-06-25 Saudi Arabia Al-Dammam

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