Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back.
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 or demanding customers in a professional manner
Set SMART objectives and goals to become more productive
Utilize stress management techniques to increase job satisfaction
Organizational Impact:
A shared organizational customer centric service vision
Enhanced professional image with customer base
Increased customer retention and revenue growth
Improved intra/inter departmental communication and teamwork
A highly motivated and customer-focused workforce
Increased competency and communication skills
Personal Impact:
An increased appreciation for their role in helping their organisation achieve customer service excellence
Up to date techniques and methods to help them provide world-class customer service
Enhanced leadership and communication skills required to excel in their career
Increased confidence in their abilities to work professionally with difficult or upset customers
Improved management performance by learning techniques to empower, motivate, and retain customer service personnel
Improved time management skills to become more productive
Who Should Attend
Frontline customer service representatives (CSR)
Professionals
Team supervisors
Department managers
Account managers
Field service representatives
Frontline customer service representatives (CSR)
Professionals
Team supervisors
Department managers
Account managers
Field service representatives
Course Outline
Day 1 — The Building Blocks of a Customer-Centric Organization
Course overview and learning objectives
Define Customer Service Excellence
What do you want your customer to experience?
Practical exercise: Identify specific ways to use ‘customer service’ to enhance customer loyalty and build employee morale
Day 2 — Developing a Top-Down Customer-Centric Culture
What do customers really want from your organization and why?
Does the ‘customer experience’ align with your organization’s business goals and vision/mission statement?
What do your competitors do better or differently than you do?
Practical exercise: What are the most admired leadership traits?
Day 3 — Responding to the Voice of the Customer
Case study: Best and worst-rated companies for customer service
Listen, act, and deliver on customer needs
Re-evaluate and realign the customer experience in line with demand
Creating favorable customer service ‘touchpoints’ within your company
Day 4 — Measuring and Monitoring Customer Satisfaction
Why is measuring customer satisfaction important?
Why is it critical to encourage customer complaints and feedback?
Establishing quality customer service satisfaction measuring and monitoring standards
Using customer-centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement
Day 5 — Leading the Way to Customer Service Excellence!
The importance of attitude, teamwork, and professional development
Developing a customer-centric training program
Setting performance goals
Contests and employee recognition programs
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa sales and marketing courses cover?
The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.
Who should attend a sales and marketing course?
These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.
How long are sales and marketing courses, and where are they held?
Most Al-Khobraa sales and marketing 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 sales and marketing training be delivered in-house for our team?
Yes. Any Al-Khobraa sales and marketing 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.