Categories > Customer & Public Relations :

Art of Amazing Service

 

Program Duration

:

5 Days

Program Date

:

03-2078 March, 2012

Program Location

:

Cairo, Egypt

Program Fees

:

US$ 2950/Per Person

PROGRAM INTRODUCTION:

  • Do you want to be able to delight your customers every time they deal with your organization?

  • Do you want to develop strategies that will help you to consistently provide the best possible service?

The ability to deliver a service that will 'delight your customers every time' will help to give your company a vital competitive edge. However, if the image of the organization is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive.

This course has been classified as Personal Development.

PROGRAM OBJECTIVES:

By the end of the course you will be able to:

  • explore the importance of customer care and know how to develop a customer care charter

  • identify what makes customer care count and set personal customer care goals

  • solve problems on behalf of your customers and know how to handle complaints effectively

  • enhance communication skills which will enable you to achieve the results you want

  • develop strategies for measuring customer satisfaction and identify ways of implementing change in response to customer needs.

PROGRAM OUTLINES:

  • Establish personal objectives for the course.

  • Who are our customers?

  • Moving from an Us focus to a Customer focus.

  • Customers reaction to service.

  • Structuring a conversation with a customer.

  • Levels of communication.

  • Questioning skills.

  • Listening skills.

  • Gaining insight.

  • Projecting a positive, take action, attitude.

  • Using appropriate language.

  • The transactional analysis model.

  • Dealing with customer complaints.

  • Developing a customer service policy.

  • Completion of a personal action plan.

 

Follow On Courses

  • Assertiveness skills

  • Communicating effectively

  • Conflict resolution

  • Customer care via e-mail

  • Customer care over the telephone

  • Dealing with challenging customers

  • Image for impact

  • Influencing skills

WHO SHOULD ATTEND: 

Anyone who wants to create customer excellence and be part of a culture focused on brilliance.

You will benefit from this course if you deal with external customers face-to-face and over the telephone.