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Course Code: SMCS 132
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Advanced Customer Service Excellence
Course Sector:
Sales, Marketing and Customer Service
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
3 Days
Dubai, UAE $3,250
02
3 Days
Dubai, UAE $3,250
Introduction
Training course introducion / brief
Providing excellent customer service can offset the effect of higher prices by offering a better customer experience. Customer service professionals who are properly trained and demonstrate professional service skills, can significantly improve customer satisfaction and brand loyalty. This aids the business in retaining customers and increase profits. It costs less to retain loyal customers than to acquire new ones. This training course is designed to provide participants with the essential knowledge and critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles.
Course Objectives
At the end of the training course, participants will be able to
- Gain a comprehensive understanding of the importance of setting and reviewing customer service standards.
- Have an in-depth understanding of internal and external customer expectations
- Design a social media plan to improve customer service support
- Effectively deal with difficult customers in a professional manner
- Apply time management techniques and set SMART goals to increase productivity
- Use customer service leadership skills in leading and motivating customer relationship team.
Course Audience
Who is this course for, and can benefit the most
.
Course Outline
The course aims and learning outcomes
Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Telephone Tips to Promote a Professional Image
- The Do’s and Don’ts of Written Communication
Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales?
- “Going the Extra Mile” to Promote Customer Service Excellence
- Using social media to enhance Customer Service
- Protecting your Organizations’ Online Reputation
Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Price Value Formula
- Negotiating across Cultures
Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
Progressing To Leadership
- Lead from Within Your Team
- Address Escalated Customer Issues
- Analyze Customer Service Metrics
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
Since 2001, we have been pioneering the training field in the middle east, we managed to unlock potential and help individuals, teams and organisations to be the best that they can be with our full and integrated solutions.
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