Certified Customer Service Professional

Certified Customer Service Professional

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Why Attend
Every front-line emolyee needs a solid grounding in ‘customer service’ skills. As can be expected in this five days course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers.
Course Methodology
This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more.
Course Objectives
  • By the end of the course, participants will be able to:
  • Explain the importance of a customer service culture in a competitive environment
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Apply strategies for service recovery aimed at regaining customer loyalty
  • Define the process of managing a customer complaint system
  • Discuss and practice the techniques of effective communication skills with customers
Course Outline : 
Customer service
  • Introduction to customer service
  • Definition of customer service
  • Service dimensions
  • Addressing customer needs
Attaining customer satisfaction through quality measures
Customer service excellence
Components of quality service:
  • Service quality
  • Service quality gaps
  • The ‘RATER’ model
  • What customers pay attention to
  • Dimensions of the ‘RATER’ model
  • Flying over customer expectations
  • Establishing service quality performance standards
  • Customer complaint system
  • Definition of ‘complaint’
  • Types of complainants
  • Sources of complaints
  • Why most customers won’t complain
  • Types of complaints
  • Handling complaints: the ‘PEPSI’ model
  • Inspiring staff
  • Principles of inspiring people (‘AEPA’ philosophy)
  • Arousing interest
  • Engaging them
  • Practicing new skills
  • Applying to real world
  • Customers loyalty
  • Principles of success
  • Who is a loyal customer
  • Strategies to keep customers loyal
  • Reasons why companies lose customers
  • Keys to delivering exceptional service
A profile of different customer personalities
  • Difficult people and difficult behaviour
  • Characteristics of difficult people
  • Suggested responses
  • 6 personalities that lead to conflict and how to deal with them
Effective communication with customers
  • Definition of communication
  • Communication goals
  • Communication as a critical success factor
  • Communication with customers
  • Reading the body language of customers
  • Characteristics of a good listener
  • Behaviors that block listening
  • How to be an active listener

To register for this event email your details to abdlk@hotmail.com

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Date And Time

2021-03-18 @ 09:00 AM to
02:00 PM
 

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