Customer Service Excellence

Course Information

  • the date

14/04/2025

  • Duration

5 days

  • The city

Dubai

  • Cost
  • Type

in-house

Course details

As competition continues to grow unabated, price and quality no longer assure the deal. Worse still, customers who do not receive quality service levels are turning their backs on companies in droves and telling their friends about it!

Organisations must therefore add value to the experience everywhere they can in order to differentiate themselves from the competition. Delivering great customer service is a highly effective method of achieving this whilst being relatively simple to implement and cost-effective.

Achieving Customer Service Excellence is an extended mechanism and can be attained with continuous efforts and teamwork only.

Customer Service Excellence training is designed to provide delegates with the professional communication skills and knowledge required to create a base for continuous improvement of the business. The course enables the delegates to deliver world-class customer service excellence in their organisations by implementing best practices.

عند إكمال دورة تدريب التميز في خدمة العملاء بنجاح، سيتمكن المرشحون من:

تحديد توقعات العملاء

تقديم خدمات عالية الجودة في فترة زمنية أقصر

إرضاء العملاء بمنتجك أو خدمتك

تحديد “أفضل الممارسات” في إدارة مواقف العملاء المختلفة، بما في ذلك الشكاوى

تحفيز والحفاظ على الروح المعنوية لموظفي وفرق خدمة العملاء في الخطوط الأمامية

دمج جميع جوانب مؤسستك لإدارة وتجاوز توقعات العملاء

تطوير وتحفيز وإلهام موظفي قيمة العملاء لتقديم جودة عالية باستمرار

التعامل مع المواقف الصعبة بشكل أكثر فعالية

تعزيز العلاقات مع عملائك ومنظمتك

إيجاد حلول لمشاكل العملاء

التعامل مع المواقف الصعبة

التركيز على التميز في خدمة العملاء

تم تصميم دورة التميز في خدمة العملاء للأفراد الذين لديهم شغف بتقديم خدمات عالية الجودة. هذه الدورة مناسبة بشكل أفضل للجمهور التالي:

ممثلو خدمة العملاء
الموظفون الفنيون وموظفو الدعم
ممثلو الخدمة الميدانية
مديرو الحسابات
متخصصو الائتمان والفواتير
أصحاب الأعمال

Course outline

The world of customer service excellence

  • Excellence in customer service and what it resembles.

  • Distinguishing how excellence in front-line customer service is delivered and controlled.

  • Evaluating the quality of the service that you offer.

  • Concepts of customer care and the customer decision procedure.

  • Models for managing customer care.

  • The psychology of customer care – an outline.

  • Managing criticism, controlling anger and aggression.

  • Comprehending what your customers say about you and your organisation.

Gaining a greater Comprehending of your organisation’s service delivery

  • The bond between customer service and reputation.

  • Analysing the proof for investing in excellent customer service.

  • Comprehending Porters Value Chain – how do you create value for your customers.

  • Who are your internal suppliers and customers?

  • What are the systems that help you all to deliver excellence to the customer?

  • Building lasting rapport with your customers – internal and external.

  • Creating a lasting first impression.

Communication masterclass

  • Accomplishing perfect communication.

  • Powerful listening and addressing techniques to understand what customers need.

  • Typical customer behaviour patterns

  • Body language secrets that show how others are thinking and answering to you.

  • Lenses or filters to communication.

  • Communications Types.

  • Using perceptual positions to understand your customers’ ideas.

  • implement communication channels to increase engagement.

Managing the delivery of customer service excellence

  • Delivering a cutting-edge customer experience.

  • Building up a customer strategy – planning for an interactive business relationship.

  • Change management of processes, metrics, incentives and skills to deliver the customer experience.

  • Benchmarking to accomplish competitive differentiation.

  • Setting up internal information supply streams that flow through and around the organisation.

  • Knowledge management as a customer service tool.

  • Using a performance management structure.

  • Coaching – a tool for self and others.

  • Influencing exercises.

Action planning to achieve customer service excellence

  • Building up a plan to deliver excellence.

  • Introducing your plan to top-tier management.

  • Assertiveness and what it means.

  • Handling difficult people in an assertive way.

  • Keeping up high standards of customer service.

  • Reviewing the service that you offer and reacting accordingly.

  • Embracing change for the benefit of all.

  • Personal development planning.

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