Home Calendar The WOW Service

Date

Sep 16 2020 - Sep 17 2020

Time

8:00 am - 3:00 pm

Cost

EGP2,500.00

Labels

The WOW Service

The WOW Service

Program Overview

The WOW Service training is designed to provide the foundation for quality customer service and focuses on building life-long customer relationships strategies while increasing the know

Program Content

Day One:
o What is Customer Service

o Why the Customer is Important?

o What Type of Customer

o How to communicate with Buyer?

o What do we mean by the term ‘customer service’?

o What is a complaint?

o Why do customers complain

o The customer behavior’s

o Exercises dealing with angry customers

o Dealing with Different type of customers

o Dealing with Angry Customer

o Listening Skills

o Effective customer service player

o The two dimensions of quality customer service (procedure – personal)

o Customer service provider treats

o Level of loyalties & acceptance

o Recipient normal reactions to complaints

o Steps of complaints handling

o A proactive view of customer complaints

o Complaints – difference between a complaint and a suggestion – eliminating the ‘but’

Day Two:
o Factors which could add value to the customer service

o Fundamental principles for delivering good customer service

o Complaints restraining techniques

o Appling knowledge

o Relationship learning

o Customer expectations

o Using questions & right wording

o Analyzing complaints

o Customer’s complaint types

o What is CRM

o Managing Your Customer Service/Sales Profile

o Role plays & Exercises

Program Benefits

Upon completion of this course participants will be able to:

o Identify with customer complaints and know how to analyze them o Adopted a consistent, professional style when speaking with customers.

o Developed skills in engaging with customers and handling their enquiries effectively

o Listened effectively, asked questions and summarized to respond fully to a customer request

o Identified ways they can add value to customer relationships and exceed expectations

o Practiced how to turn customer service disappointment into a positive experience

Who Should Attend
o Newcomers to customer service department o Employees working within the Customer Service department.

Location:

The Training Hub: BLD #5, Sq. 1181 – Sheraton Heliopolis, Cairo, Egypt.

Registration and Payment:

  • Course fees: 2500 EGP
  • 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 nonrefundable, however participant can be substituted or can attend next confirmed round of the same course or another course.
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