03-06-2024 - 07-06-2024	3300	أبوظبي

Course Introduction:

A customer service program formalises the level of customer service you aim to provide, and what practical things you will do to achieve this.

Establishing a successful customer service program in your business requires commitment from yourself and your staff. You need to plan it, develop it, implement it and sustain it. It also involves training and feedback.

Course Objectives:

To identify customer service barriers within your organization
To improve the standards of service to your customers, by understanding their future needs and expectations
To understand the components of successful customer care
To know how to develop a plan for implementing effective customer care
To be able to assess your own, and your company's performance in the different levels of customer service
To explore ways you can WOW! your customers by going the extra mile

Who Should Attend?

Customer service professionals, managers, quality management personnel, voice of the customer analysts
All specialists responsible for building and sustaining their company’s reputation for customer service excellence

Course Outline:

Module One: Achieving Sustainable Competitive Advantage

Elements Of Customer Care
The Key Role Of The First Line Manager
Defining Your Company's Customers
Understanding Why The Happy Internal Customer Is More Motivated To Provide Exceptional Customer Service
Understanding Your External Customer
Understanding Your Company's 'Perception Points'
Understanding & Meeting Customer Needs & Expectations
Identifying Barriers To Providing Exceptional Customer Service

Module Two: Making the customer feel valued and appreciated

Customer contact situations
The anatomy of a communication
Typical customer behaviour
Our typical customer-contact behaviour
Win-win tools
Relationship-building communication

Module Three: Making the customer feel valued and appreciated

Customer contact situations
The anatomy of a communication
Typical customer behaviour
Our typical customer-contact behaviour
Win-win tools
Relationship-building communication

Module Four: Using Customer Feedback To Your Advantage

Using The RATER Model To Obtain A View Of Your Services From Your Customers' Perspective (Reliability, Assurance, Tangible, Empathy, Responsibility)
Using Customer Feedback To Your Advantage
Effective Communication In Customer Service
How To Deal With Unachievable Customer Requests
Discovering The Positives Of Customer Complaints

Module Five: The business case for customer service excellence