Management & Leadership · 5 Days · Public · Accredited by ILM · From USD 3,900
Overview
Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement. In today’s customer-oriented business environment, “people skills” are critical for career advancement and organizational effectiveness.
Learning Objectives
Establish the importance of setting and reviewing customer service standards
Develop an understanding of internal and external customer expectations
Communicate more effectively by utilizing active listening and questioning skills
Demonstrate how to deal with difficult customers effectively
Set SMART objectives and goals to increase daily productivity
Utilize stress management techniques to reduce tension
Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
Implement improved people skills to enhance customer service
Improve service to internal customers as well as external customers
Use skills to build effective relationships
Who Should Attend
All professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
Frontline customer service representatives (CSR)
Team supervisors
Department managers
Account managers
Field service representatives
Frontline customer service representatives (CSR)
Team supervisors
Department managers
Account managers
Field service representatives
Course Outline
Day 1 — Key Definitions
Customer Satisfaction, Retention, Loyalty and Delight
Levels of Loyalty Setting the Standards for Customer Service Excellence
The benefits of providing excellent customer service
Breakout session: How to use customer service to promote customer loyalty
Day 2 — Customer Satisfaction Index and Customer Retention…
Profit Impact of CRR
Customer Life Expectancy and Customer Loyalty Index Communicating the Customer Service Message
How well does your organization communicate the importance of customer service?
Understanding your customer’s nonverbal communication
Day 3 — The importance of customer complaints and why they…
Six steps to service recovery
Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
Strategies to help calm upset customers
Managing emotions during stressful situations
Day 4 — Negotiating mutually beneficial outcomes
Words and tones to avoid
Who and What to Measure
What and How to Ask
The RATER Model: Five dimensions of customer service excellence
Day 5 — Practical exercise: What are your biggest…
The customer service mission and vision
Setting personal and professional goals
Practical exercise: What is your Action Plan? Building Customer Loyalty
The 6 Ps of Customer Loyalty
Accreditation
Accredited by ILM. On completion delegates receive an Al-Khobraa certificate of achievement.
Is Customer Satisfaction (With Presentation Skill Development) accredited?
Yes. Customer Satisfaction (With Presentation Skill Development) is accredited by ILM. Delegates who complete the course receive an ILM-accredited certificate issued through Al-Khobraa, a Saudi-registered training provider.
How long is Customer Satisfaction (With Presentation Skill Development)?
Customer Satisfaction (With Presentation Skill Development) runs over 5 days. The exact dates and start city for every confirmed session are listed in the dates section on this page.
How much does Customer Satisfaction (With Presentation Skill Development) cost?
Fees for Customer Satisfaction (With Presentation Skill Development) range from USD 3,900 to USD 4,500 per delegate, depending on the city and dates you choose. Each confirmed session shows its own fee on this page, and in-house delivery for a team is quoted separately. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support.
Where is Customer Satisfaction (With Presentation Skill Development) held, and can I attend online?
Confirmed classroom sessions run in Dubai and Istanbul. A live virtual classroom can be arranged on request.
Can Customer Satisfaction (With Presentation Skill Development) be delivered in-house for our team?
Yes. Customer Satisfaction (With Presentation Skill Development) can be delivered in-house at your own premises anywhere in Saudi Arabia or the wider GCC, with the content, dates and language tailored to your team. Contact Al-Khobraa for a quotation.