AI, Technology & Digital · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction is derived from effective communication as much as from obtaining a technical solution.
Learning Objectives
Improved customer satisfaction
Improved morale amongst the professional staff
Increased employee retention
Standardized, consistent application of best practices in customer service delivery across the support organization
Support professionals with a knowledge of proper customer service techniques and a clear understanding of what's expected of them in the performance of their support duties.
Who Should Attend
This course is designed for professionals working in technology and digital transformation, as well as those whose responsibilities require a stronger practical grasp of the subject and its application within their organisation.
Professionals in IT Management
IT, data and digital professionals
Analysts and technical specialists
Course Outline
Day 1 — Communication Fundamentals
1. Managing Customer Perceptions
Factors that contribute to successful customer perceptions
The value of gaining customer feedback, including complaints
How to manage and modify customer expectations
Engaging customers in ways that improve focus, involvement, and positive interaction
Day 2 — 4. Adapting Communication Styles to Customer Knowledge Levels
The four levels of learning
Matching communication strategies to learning levels in order to enhance problem resolution and optimize results
Applying the cycle of learning to your own professional development and skill-building
"Energy profiles" used for information input and processing
Day 3 — 2. Online Communication
Three rules of protocol that ensure professionalism online
The five elements of clear writing
Objectives in writing a complete, professional online response
Rules of grammar
Day 4 — 3. When and How to Say No
Five objectives that enhance your ability to effectively and professionally say no to a customer
Dealing with the customer who refuses to take no for an answer
Situations that merit escalation to the next level
Developing a clear handoff procedure
Day 5 — Maintaining Confidence and Credibility
1. Objectives that must be met to achieve effective customer support
2. The meaning of transparency and how it relates to customer support
3. Confident approaches to answering questions, even when you don’t have the answers
4. The difference between lying and withholding company information from the customer
5. Telling the truth without being transparent
Responses to customer questions that can "put you on the spot"
Module 6: Benefits and Challenges of Teamwork
1. Attributes of effective team decision-making
2. Keys to successful teamwork
3. Methods for handling the challenges of teamwork
4. Teamwork barriers and how to overcome them
5. Advantages and disadvantages of teamwork
Module 7: Personal Development
1. Basic Organization and Productivity
Using the SMART format to ensure the goals are realistic and achievable
Circumstances in which team synergy is effective
Examples of a daily time management plan
Factors leading to burnout
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa AI, technology and digital courses cover?
The portfolio covers cyber security, data analytics and data science, artificial intelligence (AI) and machine learning, Power BI and Excel for analysis, digital transformation and IT governance. Courses are applied — delegates work with real datasets and tools rather than slideware.
Who should attend an AI, technology or digital course?
These courses suit IT and cyber security staff, data and business analysts, engineers and operations professionals who work with plant or business data, digital transformation teams, and managers who commission or govern technology projects. Foundation-level courses assume no programming background.
How long are AI, technology and digital courses, and where are they held?
Most Al-Khobraa AI, technology and digital courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can AI, technology and digital training be delivered in-house for our team?
Yes. Any Al-Khobraa AI, technology and digital course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.