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Provided by: International Center for Etudes Customer ServiceHelp Desk Management |
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The winning customer service formula for the new century includes understanding the customer, learning how to put the customer first and leveraging the potential of every person who comes in contact with customers.
Each employee holds extraordinary influence over the customer relationship. Their interactions can attract new customers and keep existing ones
The certificate objectives is to support the participant with the know how to :
Define Customer Service Concept and techniques
Interact with customers to help them feel more comfortable and satisfied
Deal successfully with difficult customers
Ask questions to discover and meet customer needs
Handle complaints, resistance and objections effectively and finally
Build ad maintain customer loyalty
Each employee holds extraordinary influence over the customer relationship. Their interactions can attract new customers and keep existing ones
The certificate objectives is to support the participant with the know how to :
Define Customer Service Concept and techniques
Interact with customers to help them feel more comfortable and satisfied
Deal successfully with difficult customers
Ask questions to discover and meet customer needs
Handle complaints, resistance and objections effectively and finally
Build ad maintain customer loyalty
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Training
Provided by International Center for Etudes
- I asked: i need more details about the price and the duration of the course also if there is discount for the groups so if you can send me an offer it will be great.
Customer Service
Contents:
Module 1: Customer Service Concepts and Customer Definition
What is Customer Service?
Why Care for customers?
Customer Service in Globalized Market
Customers Types
Who are your customers
Interpersonal skills needed for customer service
Module 2: Customer Communication tools
Communicating with your customer
Building Customer Rapport
Call Centers
Telephone skills and Etiquette
The use of E-mail
Module 3: Excellence in Service
Satisfy Customer Needs
Fundamentals for managers
Fundamentals for employees
Establishing Service Standards
Providing Superior Customer Service
Module 4: Customer Service
Customer Service Representatives
Handling Customer Complaints
Handling Angry Customers
Turning Complaints into Delight
Module 5: Customer Loyalty
Creating Customer Loyalty
The power of WoW Customer Service
Action Plan - to apply CS techniques on participants organizations
Venue:
Ramses Hilton Hotel, Cairo
Course Language:
The training module will be conducted in English.
Target Audience:
The certificate is designed for front office personnel and all staff dealing with customers to improve their ability to achieve customer satisfaction. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective
Module 1: Customer Service Concepts and Customer Definition
What is Customer Service?
Why Care for customers?
Customer Service in Globalized Market
Customers Types
Who are your customers
Interpersonal skills needed for customer service
Module 2: Customer Communication tools
Communicating with your customer
Building Customer Rapport
Call Centers
Telephone skills and Etiquette
The use of E-mail
Module 3: Excellence in Service
Satisfy Customer Needs
Fundamentals for managers
Fundamentals for employees
Establishing Service Standards
Providing Superior Customer Service
Module 4: Customer Service
Customer Service Representatives
Handling Customer Complaints
Handling Angry Customers
Turning Complaints into Delight
Module 5: Customer Loyalty
Creating Customer Loyalty
The power of WoW Customer Service
Action Plan - to apply CS techniques on participants organizations
Venue:
Ramses Hilton Hotel, Cairo
Course Language:
The training module will be conducted in English.
Target Audience:
The certificate is designed for front office personnel and all staff dealing with customers to improve their ability to achieve customer satisfaction. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective
About The Training Provider: International Center for Etudes
International Center for Etudes - We offer training programs in management, customer service, leadership, accounting, marketing, finance, human resource management, food & beverage management, business etiquette, health care and hospital mangement, logistics management, Oil & Gas, NGO, QM and more.
Our Seminars and Workshops designed and executed with the ISO 9001/ 2008 for quality standards.
