Losing an existing client almost always costs more than winning a new one, and in exhibition and conference settings the stakes are even higher — officials, delegations, and clients are all watching how they are received in real time. Global openness and rising competition have pushed customer service to the center of how companies compete, and organizations increasingly depend on staff who can deliver that service under pressure, especially inside exhibitions where business growth is directly tied to the experience visitors walk away with.

This training course from the Arab British Fellowship Training Academy responds to a job market that now revolves around customer service as an ongoing function, and to employers who are actively looking for people with specialized, efficient, and effective customer-facing skills.

Who Should Attend?

• Exhibition and conference managers.
• Designers and executives of exhibitions and conferences.
• All employees with direct or indirect responsibility for serving customers of any kind.
• Those seeking a role in customer service who already hold basic skills in the field.

Program Objectives: equipping participants with new capabilities and activating existing ones effectively, through:

• Enabling participants to plan and organize event management, and to prepare effectively for meetings, committees, seminars, and conferences.
• Receiving official guests and visiting delegations with confidence.
• Understanding the role customer service plays in the success of event management.
• Grasping the concepts and principles of customer service, different customer environments and categories, and problem-solving approaches.
• Achieving outstanding performance in customer care and diplomacy in day-to-day execution.

Module 1: Foundations of Outstanding Customer Service

• The concept, characteristics, and stages of customer service.
• Standards and concepts of excellence in customer service.
• The qualities of an outstanding customer service professional.

Module 2: Communicating and Connecting with Clients

• Effective communication skills with clients.
• Elements of effective communication and how to activate them to deliver a distinguished service.
• Customer care elements and methods.

Module 3: Diagnosing and Fixing Service Gaps

• Causes and factors behind a low level of service, and the importance of service in a competitive environment.
• Converting an employee's service weaknesses into strengths when dealing with clients.
• What the customer service officer should avoid to deliver excellent service.
• The Ten Commandments of customer service and how to maintain them.

Module 4: Understanding and Managing Client Behavior

• The main facts that govern a client's loyalty to the institution.
• Effective ways of dealing with clients of all types and categories.
• Client behavior patterns and objections, and how to deal with each one.

Module 5: Communication and Dialogue Skills That Win Trust

• Speaking, communication, observation, and follow-through skills.
• Elements and keys to effective, productive dialogue and discussion.
• Persuasion and contact with others, and building persuasive intelligence.

Module 6: Handling Pressure and Recovering from Setbacks

• Methods for withstanding and managing stress, tension, and pressure.
• Practicing techniques for managing customer expectations.
• Recovery strategies from major setbacks in dealing with clients, and restoring their satisfaction.

Module 7: Creative Problem-Solving with Complaints

• Thinking, creativity, persuasion, and agreement skills.
• Creative ways to analyze customer problems and complaints.

Module 8: Protocol and Ceremony Skills for Exhibitions

• The handshake, introductions, and making acquaintances.
• Talking with others (common speaking errors) and speaking in a foreign language.
• The culture and importance of listening for those working in ceremonies (developing strong listening skills).
• Official invitation card protocol and the protocol for preparing an important visit program.

Module 9: Applied Workshop

• Practical exercises applying the skills covered across the course to real exhibition and customer-facing scenarios.