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Customer Service in Tough Times
overview

We are living in a fast-paced changing environment and curves, these challenges and tough times – as we are living these days – require a serious and adaptability mindset from all team members at all levels in the organization. You will witness client’s new behaviors, trends and fast decision approaches, which is a result of these new challenges.

Your clients deserve to be understood and to be delivered an experience that facilitates their engagement with your brand, reduces their effort and increases their satisfaction while using your products and services.

This delivery requires transformation towards customer-centricity, which can be built by engaging the employees and providing them with training to better understand the concept of customer-centricity and the importance of delivering on the customer promise.

This course will empower employees in your company to deliver on the customer promise, by equipping them with tools and techniques that are aligned with customer experience best practices and customer-focused innovation, which will gain the company with the competitive edge and advantages.

course details
COURSE DURATIONLANGUAGECERTIFICATE
2 DaysEnglishDISS Certificate
 *Please notify us if an interpretation is required*Validity
course benefits/ progression opportunities
course objectives

Upon successful completion of this course, you will be able to:

  • How to maintain and enhance service level during tough times.
  • Verify customers’ expectations and implied needs.
  • Understand how customer’s needs and wants have been changed during 2020.
  • Building positive first impression and competitive company reputation.
  • Learn the main pillars in customer experience.
  • Apply superior customer service, etiquette, and protocol in all transactions.
  • Handling variety of customers, transaction, and scenarios.
  • Identify the main focus areas in communication.
  • Applying effective listening skills.
  • Understand Complaints causes from customer perspective.
  • Adapt mindset for complaints acceptance and apply a sequence methodology for solving complaints.
course outline
Module 1: The psychology of customer service & how to maintain it in crisis.Module 2: Customer care & service understanding of the organization.Module 3: Delivering superior customer experience.Module 4: Handling complaints best practices
  • Service impact: customers & corporate trends in your industry.
  • Customer’s need/wants in tough & crisis times.
  • How to shift and adjust your services in crisis times.
  • Increasing the quality of online touchpoints during COVID-19
  • The need to protect the organization’s reputation.
  • Customer expectations and implied needs.
  • Customer satisfaction, loyalty, and engagement.
  • Customer service role in company strategy.
  • Apply the three elements of competency of a professional team.
  • Calls etiquette as a part of business etiquette.
  • Accountability and sense of ownership in the business.
  • Mastering phone communication skills.
  • Dealing with active listening skills as a major skill in customer service and the workplace.
  • Questioning techniques to have rich pictures.
  • Maintain solid speaking skills and tone of voice.
  • Convey messages techniques.
  • Identify the customer life cycle.
  • The excellence of customer service pillars.
  • Top customer service KPIs such as FCR, AHT, and Service Level.
  • Customer service vs customer experience.
  • What is the customer experience?
  • Handling complaints roots & causes.
  • Complaints as gifts & opportunities.
  • How to empathize and change an individual’s mind-set.
  • Handling complaints methodology.
COURSE TYPE: WEBINAR
DATETIME
14 Oct – 15 Oct 202009:00 – 13:30 (QATAR)
10:00 – 14:30 (OMAN)
11 Nov – 12 Nov 202009:00 – 13:30 (QATAR)
10:00 – 14:30 (OMAN)
9 Dec – 10 Dec 202009:00 – 13:30 (QATAR)
10:00 – 14:30 (OMAN)
TESTIMONIAL

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Meet THE INSTRUCTORS
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