Program Overview

The Customer Service course provides the basic and advanced rules that enable you to deliver high-quality customer service and focuses on building long-term relationships with customers by developing effective customer service strategies.

The Customer Service course also provides interactive scenarios that enable us to acquire the necessary customer service skills to achieve excellence in this area.

Program Content

1. 1. Introduction to Strategy

• • Definition of strategy
  • Who are we and what we do?
  • Why companies fail to achieve their strategies?
  • Customer service and its effective role in achieving the company’s strategy

1. 2. The Right Attitude

• • What does attitude mean?
  • List the three factors in your conversation
  • What is the first impression? Why is it important?
  • What are the WOW factors in dealing with our customers?

1. 3. Customer service

• • What does great customer service mean?
  • Principles in providing great service
  • Why we care about customer service
  • Your role in customer service
  • How to make the customers don’t forget your company

1. 4. Communication skills

• • How to develop effective communication skills
  • Oral communication skills
  • Choosing words – tone of voice – how to end conversation – Be positive
  • Tone of voice “level, strength, volume, etc…………”

1. 5. Know Your Customer “Customer Analysis”

• • Know your customer
  • Customers’ expectations
  • Analytical personality – looking for details
  • Co-client – love to deal with others
  • Dominant Behavioral style

1. 6. Focus on our customers

• • Make an impressive first impression
  • Meeting customer needs
  • Leave a good last impression

1. 7. Dealing with difficult situations «complaints»

• • Make it easy for customers to complain
  • Welcome to complain and benefit from it
  • How to face the angry customer and make him a loyal one

1. 8. Telephone Etiquette

• • How to answer the phone
  • Make a good picture using your voice
  • Call forwarding
  • Rules for taking the message
  • Hold techniques
  • How to end the phone call

1. 9. Types of customers

• • Positive customer
  • Hesitating customer
  • Skeptical customer
  • Hasty customer
  • Aggressive customer
  • Negative customer
  • The Constructive complainer customer
  • The Professional complainer customer

1. 10. Ten Golden rules for customer satisfaction

• • Ten golden rules for customer satisfaction

Program Benefits

Upon Completion of the program, the participant will be able to:

• Recognize how great customer service affects the company strategy
• Explain what customer service means in relation to internal & external customers
• Recognize how one’s attitude affects service standards
• Master ways to develop & maintain a positive, customer focused, attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Master techniques for dealing with difficult customers

Who Should Attend

It is recommended that each employee in the field of customer service, agents, reception, supervisors, managers, and business professionals to obtain this course

Course Duration

12 Hours

Registration Deadline

Three days before the course date.

Registration and Payment

• Open www.thetraining-hub.com/ Training Facilities/Course Registration and fill your registration form.
• Course fees include material, lunch, 2 coffee breaks and certificate.
• Payment by cheque in The Training HUB’s name, cash to our address or by bank transfer.
• Your registration is confirmed only after course payment
• Payment is non-refundable; however, participant can be substituted or can attend next confirmed round of the same course or another course.

For More Information

Phone: 02 22907369 / 22909369

Mobile: 01280720167- 01280653407

Email: info@thetraining-hub.com

www.thetraining-hub.com