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Customer Service Excellence Training (Advanced)

Course Overview

Unlock the keys to exceptional customer service with our advanced course.

From mastering essential behavioral and communication skills to working on the right attitude, we dive into major components of direct customer service interactions. Explore specific methods for analyzing and enhancing the service provided.

This Customer Service Excellence Training is designed to deliver information in a clear, highly effective manner, even in the most challenging scenarios. This program is your ticket to ensuring customer satisfaction and delight, enroll now!

Who Should Attend

  • Customer service representatives
  • Technical and support personnel
  • Field service representatives
  • Account managers
  • Credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Course Objectives

At the end of this learning 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 in order to quickly find a workable solution to the problem

Course Content

Definitions and concepts

  • 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

Internal customer 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

Managing customer expectations

  • 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

Effective communication skills for handling customers

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette

Professional behavior with customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive and aggressive behavior
  • Verbal and nonverbal components of communication styles

Dealing with difficult customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery

Table of Contents

Course Code DU0603 Category
Location: Dubai, UAE
Duration: 5 Days
Language: English

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