COURSE NAME:Customer Service Excellence


UPCOMING EVENTS


START DATE END DATE CITY/COUNTRY PRICE Request
This course can be scheduled at your convenience, to request this course please click here
OBJECTIVES:

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
OUTLINE:

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

 

 

WHO SHOULD ATTEND:

-  Customer Service professionals

 -  Sales representatives

 - Tele-sales 

 

DURATION:
    • 5 Day(s)
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    The presentation is generally appealing to me. The dedication & devotion of the instructor are both laudable & admirable.
    Mohammed F. Alotaibi
    Sabic

    Really this course is important for any inspector, so I will recommended it for our employees. And thanks a lot!
    Ahmed Al-Yami
    Sabic

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    Ahmed Afifi
    Al-Zamil CoolCare

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    Zaki Ali Aldawood
    Sabic

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    Talal Saad AlHasawi
    Sabic

    ITC service was in overall excellent. Thanks.
    Wael M. Morsy
    Mobily

    This course was good and a nice guide to the PMP exam. Thanks.
    Yazeed Mohamed Mreki
    General Authority of Civil Aviation (GACA)

    It was good course & good preparation with excellent instructor. Thanks a lot.
    Faisal Mahdi Al-Qahtani
    Sabic

    It was a nice course to have. I suggest taking this course with the same instructor to other people. Thanks for the instructor for his kindness & helfull during the course.
    Abdul-Moniem Al-Humoud
    Sabic

    It is very important course, which enable us to improve our knowledge to work approaching our big account and can be recall us the key account. This is will support us to active result for the best of the Co.
    Mohammed Amjad
    Al-Suwadi Services

    The instructor is highly and technical knowledgeable in explaining all the subject in the course taken.
    Noel V. Garan
    Coldstorec Group Of Saudi Arabia

    Instructor was well prepared and knowledgeable I gain lot of useful information.
    Gulam Khan
    Saudi Aramco

    It was a good learning experience. Got to know the concept involved in key account.
    Muthuraman Nachiappan
    Al-Suwadi Services

    The instructor Mr. Ahmed Sabry has a very nice spirit.
    Salam Fakhoury
    Al Khodari Company

    It is very useful to us and increase our knowledge.
    Mohammed Rashed Afifi
    Al Khodari Company

    The course is excellent and helpful. It help me in organizing the work in more safe manner.
    Muzammil Hayat
    Al Khodari Company

    The instructor is very knowledge and hard working, his way of teaching is very good.
    Ibrahim Darwish
    Al Khodari Company