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.
