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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 DURATIONLANGUAGECERTIFICATE
3 DaysEnglishDISS 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​
  • Quotations on customer service​
  • Service definitions​
  • Quality service requirements​
  • Some interesting numbers​
  • Cost of bad customer service​
  • Customer care foundations​
  • Learning from the best​
  • Additional comments about service​
  • Identifying internal and external customers​
  • A final definition​
  • Elements of service​
  • Customer requirements​
  • Foundation of great service people​
  • The links in the service-profit chain​
  • Internal customer service​
  • The Importance of customer expectations​
  • Perceived service quality​
  • What to say and what not to say​
  • Calming upset customers​
  • 12 tips for calming upset customers​
  • Comments you should avoid​
  • Managing customer expectations​
  • ‘RATER’ in real life​
  • The Service Quality (SQ) factors​
  • Flying over customers’ rising expectations​
  • The customer loyalty ladder​
  • Role-plays and exercises on dealing with different personality styles​
Module 4: Effective communication skills for handling customers​Module 5: Professional behaviour with customers​Module 6: Dealing with difficult customers​
  • Effective communication​
  • Verbal communication with customers​
  • Active listening​
  • Effective listening skills​
  • Phone etiquette​
  • The power of behaviour​
  • Principles of effective behaviour​
  • How to behave professionally with the customer​
  • History of communication​
  • Interesting study​
  • Interpreting nonverbal communication​
  • The right behaviour with the customer​
  • The wrong behaviour with the customer​
  • Types of behaviour​
  • Assertive, passive and aggressive behaviour​
  • Verbal and nonverbal components of communication styles​
  • Dealing with different personality types​
  • Typical customer personality types​
  • Service recovery​
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
DATETIME
1 Nov 20208:00 – 14:00 (QATAR)
 9:00 – 15:00 (OMAN)
TESTIMONIAL

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Meet THE INSTRUCTORS
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