Customer Service Excellence Course (Online / Remote)

1Summary

The Arab British Fellowship Training Academy offers an "Excellence in Customer Service" course, designed to introduce participants to outstanding customer service standards in a competitive work environment. The course emphasizes the importance of developing reliable strategies and effective negotiation techniques to handle various types of customers in general, and difficult customers in particular. Customer service serves as the primary defense line for companies to retain their clients from competitors and ensures customer satisfaction and continued business.

Additionally, this course focuses on enhancing customer loyalty and satisfaction by equipping participants with the necessary skills and behaviors for effective customer interaction and handling complaints, turning them into opportunities to build trust and customer loyalty. The course also covers the application of service quality practices and models, as well as mastering tools to improve service quality.

2Objectives and target group

Target group for participation in the Excellence in Customer Service course:

Public relations officers
Public relations employees
Supervisors
Department managers
Account managers
Individuals responsible for providing customer services
Those interested in this field

Objectives of the Excellence in Customer Service course:

By the end of the course, participants will be able to achieve the following benefits:

Ability and knowledge to review customer service standards
Exposure to the latest methods to help deliver world-class service
Adjust their personal approach to become more adaptable to achieve success
Work on developing and understanding the expectations of internal and external customers
Enhance the ability to explain how to effectively handle difficult customers
Utilize techniques to manage stress and reduce tension
Participate in a unified vision for customer service
Standardize the feedback system for customer service
Improve communication between the organization’s sectors
Focus on team motivation and increase efficiency
Increase customer retention and revenue growth

3Course Content

The meaning of customer service
Definition of customer service, its functions, and concepts
Customer service in a competitive environment
The importance of customer service in achieving company goals
Customer service tactics used for fruitful communication with customers
Internal and external customer service
Identifying internal and external customers
The importance of internal and external service
Establishing productive relationships
The service-profit chain
Managing customer expectations according to personality types
Understanding your personality type and other personality types
Objectively handling customer requests
Developing communication skills to deal with a larger number of customers
Levels of service provided to customers
Strategies and procedures to satisfy customers
Dealing with different personality types
Effective communication skills for dealing with customers
Identifying your and your customer’s listening style
Developing relationships with customers
Easily building rapport with customers to increase influence
Effective terminology and skills for phone and electronic communication
Proper behavior with customers
Understanding human emotions
Developing mental strategies to maintain optimism and composure
Using body language to control your emotional state
Changing your mental state to avoid negative emotional reactions
Dealing with difficult customers
Recognizing customer behaviors and handling them effectively
Understanding anger management
Turning an angry customer into a happy one using retention strategies
Positively interacting with angry customers

Customer Service Excellence Course (Online / Remote)

1Summary

2Objectives and target group

3Course Content

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