Customer Service Excellence & Service Quality
Today’s customers expect something more than traditional customer service. They demand exceptional customer service. They want us to exceed their expectations, demonstrate that the organization cares for them, and work immediately and decisively on their behalf.
When
22-26 May 2023
Where
Two Seasons Hotel
Dubai, The UAE
UAE VISA
We will process your VISA and Travel Insurance Certificate
Airport Pickup
We will pick you from the airport and drop you on your way back
About this Course
Customer Service is key for any business, and a good customer service provider can have an exponential impact on revenue and customer satisfaction. In order to develop these skills, it is important that you are constantly learning about what customer service excellence is.
This includes things like how to maintain a positive attitude, how to communicate effectively, and how to handle difficult customers and see these times as opportunities. Putting all of this in practice will bring about growth to your business, but more importantly loyal, satisfied customers.
Why Choose this Course
Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.
Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic 5-days training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation.
Who Should Attend
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Customer Service Representatives
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Technical and Support Personnel
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Field Service Representatives
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Account managers and Billing Specialists
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Customer Experience Director
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Director of Client Services
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Director of Customer Service
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Customer Service Manager (CSM)
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Customer Success Manager
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Call Center Supervisor
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Relationship Manager
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Client Services Manager
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Relationship Manager
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Customer Service Supervisor
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Customer Care Manager
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Small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.
What you will Learn
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Discuss how customers’ expectations influence their perceptions of service.
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Predict how positive and negative points of contact influence the customer’s perception.
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Treat customers as partners by putting their needs first.
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Create a positive attitude by engaging in positive self-talk.
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Build strong customer relationships through effective communication
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Use the one-voice concept to help customers feel in control during calls.
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Use six tactics for transferring calls effectively.
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Improve your attitude toward customers and life by practicing survival skills.
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Discuss how negative self-talk can interfere with positive customer relationships.
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Follow six steps for establishing an emotional connection with your customers.
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Identify your individual stress signals and use the S.T.O.P. method to remain calm.
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Establish ways to deal with the challenging, and sometimes angry, customer by using a professional and capable approach.
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Involve customers in the problem-solving process.
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Provide customers with alternatives when delivering bad news.
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Determine what traits customer service stars have in common.
