Customer Service Excellence
overview
In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.
course details
| COURSE DURATION | LANGUAGE | CERTIFICATE |
| 3 Days | English | DISS Certificate |
| *Please notify us if an interpretation is required | *Validity: |
course benefits/progression opportunities
Course objectives
By the end of the course, participants will be able to explain the importance of customer service in a competitive environment
- Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately to quickly find a workable solution to the problem
course outline
| Module 1: Definitions and concepts | Module 2: Internal customer service | Module 3: Managing customer expectations |
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| Module 4: Effective communication skills for handling customers | Module 5: Professional behaviour with customers | Module 6: Dealing with difficult customers |
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Course methodology
Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self-awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays.
COURSE TYPE: CLASSROOM
| DATE | DAY | QATAR TIME |
| 16-18 Feb 21 | Tue-Thu | 09:00-15:00 |
| 16-18 Mar 21 | Tue-Thu | 09:00-15:00 |
| 5-7 Apr 21 | Mon-Wed | 09:00-15:00 |
| 3-5 May 21 | Mon-Wed | 09:00-15:00 |
| 7-9 Jun 21 | Mon-Wed | 09:00-15:00 |
| 5-7 Jul 21 | Mon-Wed | 09:00-15:00 |
| 2-4 Aug 21 | Mon-Wed | 09:00-15:00 |
| 6-8 Sep 21 | Mon-Wed | 09:00-15:00 |
| 4-6 Oct 21 | Mon-Wed | 09:00-15:00 |
| 1-3 Nov 21 | Mon-Wed | 09:00-15:00 |
| 6-8 Dec 21 | Mon-Wed | 09:00-15:00 |
TESTIMONIAL
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Meet THE INSTRUCTORS
Instructor Name
Profession
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Instructor Name
Profession
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