Language: English / Arabic
Duration: 60 hours
Awarding Body: NATIONAL INSTITUTE OF TECHNOLOGY
Version: 1.0
Course Description:
This course is designed to train customer service representatives not just to provide a good customer service experience, but to exceed the cus-tomer expectations to reach the customer service excellence. When the company does that, it brings customers back to experience service that outdoes the competition
Pre-Requisites:
None
Course Objectives:
After taking this course, you should be able to:
- Understand what is Customer Service.
- Identify Your Customers
- Meeting Expectations & Exceeding Expectations
- Understand your Organization
- Explore Customer Interaction cycle
- Probing technique
- Understand how to take the message effectively
- Understand Communication Skills
- Learn to Create Positive Relationships
- Handling Objections
- Learn how to Valuing your Customer
- Know how to communicate with customers.
- Know the importance of creating a good impression on customers.
Course Content:
- Identify common communication problems that may be holding them back
- Develop skills to ask questions
- arn what their non-verbal messages are telling others
- Develop skills in listening actively and empathetically to others
- Enhance their ability to handle difficult situations
- Demonstrate a customer service approach
- Understand the importance of customer and customer service
- Master the customer interaction cycle
- Understand the factors which contribute to good/poor service
- Appreciate complaining customers
- Handle complaints as service opportunities
- Build trust and respect with customers and colleagues.
- Understand how your own behaviour affects the behaviour of others
- Demonstrate confidence and skill as a problem solver
- Apply techniques to deal with difficult customers
- Warm up your service approach to improve success with cold calling.
- Identify ways to make a positive impression.
- Create a script to maximize your efficiency on the phone.
- Learn what to say and what to ask to create interest, handle objections, and close the call.
