Course Objectives

By the end of this course, participants will be able to:

• Understanding the importance of customer service in light of the competitive environment
• Maintaining the vital role that internal customer satisfaction plays for the success of any institution
• Using effective technologies, as well as managing and exceeding customer expectations
• Providing a better and faster service to increase customer satisfaction.
• Identifying customer satisfaction indicators and effectively responding to customer problems and finding practical solutions

Target Audience

This course is designed for:

• Customer service representatives include technical employees, support employees, field customer service representatives, customer accounts and credit employees, as well as managers who want to obtain
• customer service training to enhance their skills and train their employees.

Course Outline

Day 1: customer service

• Quotes on customer service
• Customer service definitions and concepts
• Service quality requirements
• Some interesting numbers
• Customer service cost
• The foundations of customer service
• Learning from the best

Day 2 : Internal customer service

• Determining internal and external customers
• Customer requirements
• The basis of excellent customer service
• service and profit chain.

Day 3 : Customer expectation management

• What should you say and what should you not say?
• Calm angry customers
• Comments you should avoid
• Customer expectation management.
• Rater Form and Service Quality elements
• Exceeding customer expectations
• Role-playing exercises and dealing with different personal styles

Day 4: Effective communication skills to deal with customers

• Effective listening
• Effective listening skills
• Etiquette for using the phone

Day 5 : Distinguished behavior with customers ;

• The power of behavior
• Principles of effective behavior
• How do you deal professionally with customers?
• Communication date
• An interesting study
• Interpretation of non-verbal behavior
• The appropriate behavior for the customer
• The wrong behavior with the customer
• Firm behavior
• negative and aggressive behavior
• The components of verbal and non-verbal communication methods
• Dealing with difficult customers :
• Dealing with the types of difficult characters.