Categories > Customer & Public Relations :

 

Delivering Excellence in Customer Service via Email and on the

 

Telephone

 

 

 

Program Duration

:

5 Days

Program Date

Program Date

Program Date

:

:

:

02-06 June,2012 Cairo, Egypt

08-12 September, 2012 Alexandria Egypt

01-05 December, 2012 Cairo, Egypt

Program Fees

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US$ 3200/Per Person

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PROGRAM INTRODUCTION:

 This workshop focuses on the latest thinking on how to deliver a differentiated customer experience via email and on the telephone. Being aware of the do's and doesn't makes a difference in developing long-term customer loyalty. This workshop is designed for customer service providers who need to know the latest thinking on how to deliver a differentiated customer experience specifically via email and on the telephone. The workshop will provide you with a unique collection of prompt cards offering 'top tips' and will equip you with the skills to manage your customer service interaction in the most up-to-date and effective way.

To gain the maximum benefit from the workshop, you will be asked to print off and bring with you two specific types of emails, one which you think is very good and one which you know could have been better. These will be used on the day as part of the workshop activities to examine and develop best practice templates for future use.

This course has been classified as Personal Development.

WHO SHOULD ATTEND?

Suitable for individuals who interact with both internal and external customers where the use of email and telephone communication is high.

PROGRAM OBJECTIVES:

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

  • Understand the importance of projecting the 'brand image' of your organization.
  • Understand how to identify your customer's real need.
  • Assess and change your behavior when managing difficult situations.
  • Understand your personal impact on customers - do's and don'ts.
  • Plan and manage your response to your customers.
  • Use top 10 best practice techniques for managing the interaction.

PROGRAM OUTLINES:

Professional Customer Service

  • A service that reflects the values of your organization
  • Matching your service to your brand image
  • Right first time - attitude, thinking and behavior

Sounding out Customers' Real Needs

  • Acknowledging the customer and the issues