Certified Customer Service Executive
Customer Service
Training
Provided by Meirc Training and Consulting
Objectives:
By the end of the program, participants will be able to:
Understand the importance of customer service culture in a competitive environment.
Practice the techniques of managing customer expectations and delighting them.
Understand the process of managing a customer complaint system.
Agree and practice strategies for service recovery aimed at regaining customer loyalty.
Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
By the end of the program, participants will be able to:
Understand the importance of customer service culture in a competitive environment.
Practice the techniques of managing customer expectations and delighting them.
Understand the process of managing a customer complaint system.
Agree and practice strategies for service recovery aimed at regaining customer loyalty.
Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
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Certified Customer Service Executive
Definitions and Concepts of Customer Service
The Role of the Customer Service Executive
Principle Foundation of Superior Customer Service
Strong Relationship
Superior Service
Professional Behavior
A Profile of Different Customer Personalities
Ways of Dealing with Them
Managing a Customer Complaint System
Types of Complaints
Professional Behavior in Complaint Handling
Complaint Management Standards
Elements of a Complaint Management System
Attaining Customer Satisfaction Through Quality Measures
Components of Quality Service
Elements of the Rator Model
Managing Customer Expectations
Strategies and Actions to Delight Your Customer
Strategies for Service Recovery from a Major Crisis
Analyzing the Reasons for the Crisis
Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Customer Relationship Management
Definitions and Concepts
CRM and Customer Service
Developing a Customer Service Culture within Your Organization
The Mindset and the Toolset
Polishing Your Perception Points
Keeping Track of Service
Effective Communication with Customers
Active Listening to Them
Overcoming Barriers to Effective Communication with Them
Reading Their Body Language
The Role of the Customer Service Executive
Principle Foundation of Superior Customer Service
Strong Relationship
Superior Service
Professional Behavior
A Profile of Different Customer Personalities
Ways of Dealing with Them
Managing a Customer Complaint System
Types of Complaints
Professional Behavior in Complaint Handling
Complaint Management Standards
Elements of a Complaint Management System
Attaining Customer Satisfaction Through Quality Measures
Components of Quality Service
Elements of the Rator Model
Managing Customer Expectations
Strategies and Actions to Delight Your Customer
Strategies for Service Recovery from a Major Crisis
Analyzing the Reasons for the Crisis
Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Customer Relationship Management
Definitions and Concepts
CRM and Customer Service
Developing a Customer Service Culture within Your Organization
The Mindset and the Toolset
Polishing Your Perception Points
Keeping Track of Service
Effective Communication with Customers
Active Listening to Them
Overcoming Barriers to Effective Communication with Them
Reading Their Body Language
About The Training Provider: Meirc Training and Consulting
Meirc Training and Consulting - Meirc offers an impressive range of Dubai training, consulting, Certification, Seminars, Management Course, nlp training dubai, business training, Finance and Quality Training, training, career training dubai, supervisor training dubai, management training, leadership training, sales training, project management training dubai, neuro linguistic programming dubai, human resources dubai,...
