Measuring, Monitoring and Achieving the Excellence Quality in Customer Service
Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
This Customer Service training course on Service Quality and Excellence is designed to give customer service professionals the communication skills, technology tools, and best practices they require to build strong customer relationships and develop a customer-centric organisation.
Learning Objectives
Establish the importance of setting and reviewing customer service standards
Use body language to build trust and rapport face-to-face or over the phone
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
Provide exceptional customer service that achieves results and gets noticed
Adopt the skills and techniques that routinely deliver positive customer experiences
Deal effectively with difficult customers and turn complaints into opportunities
Contribute to a customer-centric culture and achieve greater customer satisfaction
Demonstrate a positive, professional approach with internal and external customers
Who Should Attend
This training course is suitable for a wide range of professionals but will greatly benefit:
Frontline Customer Service Representatives (CSR)
Team Supervisors
Department Managers
Account Managers
Field Service Representatives
Brand Managers
Public Relation Professionals
Frontline Customer Service Representatives (CSR)
Team Supervisors
Department Managers
Account Managers
Field Service Representatives
Brand Managers
Public Relation Professionals
Course Outline
Day 1 — Responding to the Voice of the Customer
What do your customers expect?
Serving Internal and External Customers
Active Listening and Questioning Skills
How to Read your Customer’s Body Language?
Day 2 — Developing a Top-Down Customer-Centric Culture
Creating a Customer Service Vision and Strategy
Steps for Implementing a Customer-centric Service Model
The Best and Worst Customer Service Providers
Most Admired Leadership Traits
Day 3 — Going the Extra Mile to Provide Customer Service Excellence
The Power of a Positive Attitude
Is your team ready for takeoff?
Presenting a Professional Appearance
How to Use Customer Service to Increase Sales and Brand Loyalty?
Day 4 — Measuring and Monitoring Customer Service Satisfaction
Why is measuring customer satisfaction important?
Customer Service Satisfaction Measuring and Monitoring
Techniques for Giving and Receiving Feedback
Best Practices for Processing Customer Service Issues
Day 5 — Leading the Way to Superior Customer Service!
Setting SMART Goals for Continuous Improvement
Building Employee and Team Motivation
Coaching and Mentoring Team Members
Stress Management Tips and Techniques
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.