Course Objective:
This training is specifically designed to improve and develop the participant’s skill and behavior to offer exceptional customer service. It also empowers participants to provide effective solutions to customers who face problems when they arise. It aims at building awareness about the organization’s brand, generating recurring revenue. This will improve overall customer experience.
- Describe exceptional customer service
- Adopt a consistent, professional communication style when speaking with customers
- Develop skills in engaging with customers and handling their enquiries effectively
- Listen effectively, ask questions and summarize to respond fully to a customer request
- Identify ways they can add value to customer relationships and exceed expectations
- Practice how to turn customer service disappointment into a positive experience
- Identify the benefits of great customer service
- Recognize barriers to delivery of outstanding customer service
- Adapt to specific customer behavior styles
- Demonstrate how to measure customer satisfaction and take corrective action if needed
- Use techniques for dealing with angry or upset customers
- Develop a personal action plan to improve customer service skills
Who should attend:
This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behavior. Call center staff being one example
Training Content
- Define exceptional customer service, its benefits, barriers to exceptional customer service.
- Adopt a consistent, professional communication style when speaking with customers
- Develop skills in engaging with customers and handling their enquiries effectively
- Listen effectively, ask questions and summarize to respond to a customer request
- Identify ways they can add value to customer relationships and exceed expectations
- Practice how to turn customer service disappointment into a positive experience
About Certification and Accreditation
Course is approved by the Knowledge & Human Development Authority (KHDA) Ministry of Dubai.
