Customer Service Excellence How to Win and Keep Customers
Sales & Marketing · 5 Days · Public · Al-Khobraa certified · 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
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 — 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
Case study: The best and worst customer service providers
The WOW Factor: Going the extra mile…and then some!
Day 2 — Communicating the Customer Service Message
How well does your organization communicate the importance of customer service?
Understanding your customer’s nonverbal communication
Tips for building trust and rapport quickly…face-to-face or on the telephone
What is your preferred learning style?
Day 3 — Service Recovery: Handling Complaints and Difficult Customers
The importance of customer complaints and why they should be encouraged
Six steps to service recovery
Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
Strategies to help calm upset customers
Day 4 — Principles of Persuasion
Requesting feedback from customers and colleagues
The art of giving and receiving feedback
Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
Negotiating mutually beneficial outcomes
Day 5 — Getting the Right Customer Service Attitude
The importance of attitude and teamwork
Focusing on continuous improvement
Stress management tips to increase productivity
Practical exercise: What are your biggest “timewasters” that block productivity?
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.