Program description:
High-quality customer service plays a major role in the success and stability of every business at every level and covering all contemporary sectors. Whether public, private or non-profit, the service a company provides to its customers will ultimately determine its long-term reputation, position and importance. Just as outstanding customer service can propel a business to incredible levels; Lackluster customer service can shake even the biggest global brands to their core.
This customer service program is designed for those seeking current passion with superior service standards with professional level competencies. A thorough understanding of what any target audience expects and how to consistently exceed expectations is one of the most sought-after qualities at all levels of business on a global basis. And therefore; Successful completion of this degree opens unlimited doors to start or apply for existing jobs in pretty much any industry field, extending to both the private and public sectors.
During this program; Candidates explore the fundamental elements of global customer service including the beneficial effects of quality customer service and the detrimental impact of poor service standards. Combining fundamental ideas about understanding and serving customer needs with critical theoretical teachings in customer service strategy development and associated team training and coaching. The customer service course also covers dealing with difficult situations, the importance/value of customer feedback, and how to handle complaints in an effective and helpful way.
The general goal of the program:
• Learn to identify the client’s motives and determine the best way to deal with him.
• Providing trainees with the knowledge and skills that enable them to interact and communicate well with customers
• Providing trainees with the knowledge and skills that enable them to complete the sales and customer service process in a way that achieves their satisfaction with the organization and its services.
• Professional written, verbal and telephone communication to provide distinguished service.
• Providing trainees with the knowledge and skills that enable them to manage their time efficiently and effectively.
Program themes
1. The first axis: customer service:
a. Definition of customer service, its functions and concepts
b. Customer service in a competitive environment
c. The importance of customer service in achieving corporate goals
d. Customer service tactics used in productive communication
2. The second axis: Internal and external customer service:
a. Identify internal and external customers
b. The importance of internal and external service
c. Establishing fruitful relationships
d. Service and profit chain
3. The third axis: Managing customer expectations according to personal styles:
a. Understand your personality type and other personality styles
b. Dealing with customer requests objectively
c. Develop your communication skills to deal with a larger number of clients
d. Levels of service provided to customers
e. Strategies and procedures to satisfy customers
f. Dealing with different personality types
4. Fourth axis: Effective communication skills for dealing with customers:
a. Determine your listening style and your customer's style
b. Developing relationships with customers
c. Easily create affinity with customers to increase influence
d. Effective terminology and telephone and electronic communication skills
5. The fifth axis: appropriate behavior with customers:
a. Understanding human emotions
b. Develop mental strategies to maintain optimism and sobriety
c. Using body language to control the psychological state
d. Change your psychological state to avoid negative emotional reactions
6. Sixth axis: Dealing with customers with harsh temperaments:
a. Distinguish customer behaviors and deal with them effectively
b. Understand anger management
c. Transform an angry customer into a happy customer using the retention system
d. Positive interaction with angry customers
Target groups:
- Customer service employees or those wishing to work in the field of customer service who seek personal improvement.
- Sales and marketing staff and reception staff.
- Any job that requires dealing directly with customers.
- Anyone who is serious about a rewarding career in customer service.
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