UAE, Dubai
Dates flexible (2 days)
Professional Training Course
Yes (Details)
English
Special prices available
Course Overview
Customer service excellence is one of the most important strategies for the organizations. It helps to win the customers and winning customers means winning markets. It benefits all the stakeholders including customers, employees and organizations.
This course is designed to train the participants about the unique customer service techniques focusing on identifying the customers’ expectations and providing excellent customer services. These techniques will ultimately drive loyal customers and profits for the organizations.
Who should take this course
The course is designed for those individuals or the organizations that are involved in delivering customer service to the people.
Accreditation
IKL Certificate
Course content
Customer Service Excellence
- Introduction
- Service excellence deliverance
- Why are we here?
- Giving services to the customers
What you are Going to Offer?
- Offers made to customers by your organization
- Do you think you are the expert?
- Making a promise
Understanding your Customers
- Knowing your targeted customers
- Meeting and analyzing the customers’ expectations
- Changing patterns of customers’ expectations
- Key steps of customer service excellence process
- Loyalty of the customers
Providing Service Excellence
- Defining service excellence
- Generating long-lasting first impression
- Selecting an appropriate behavior
- Meeting needs of the customers
- Internal customers
- Working efficiently with the co-workers
- Policies, procedures, legislation and standards
- Working successfully with your colleagues
- Providing accessible services
Connection with Customers
- Developing connection
- Communication
- Promoting trust and confidence
- Appropriate body language
- Be a good listener
- Raise quality questions
- Give appropriate information to the customers
- Connecting with customers on telephone
- Giving relevant information to customers
Deal with Challenging Situations
- Dissatisfaction of customers
- Importance of feedback from customers
- Receive comments and appreciation
- Recovering services
Boosting Business
- Promoting the organization
- Different ways to increase/boost business
- After sale analysis
- Process of sale
Improving your Customer Service
- Review and evaluate performance
- Plan for improvements
About Course Provider
Institute of Knowledge and Leadership (IKL) has emerged on the global map of learning, talent development and executive education as a highly advanced and qualified training platform. IKL is based in Dubai and serves prominent clients from across the MENASA region.
The distinctive factor about IKL is its significant, highly qualified and skilled pool of global trainers, primarily equipped with state of the art training methods and techniques coupled with the passion to share knowledge and to co - create a value proposition with organizations and their teams. IKL has trainers across the globe from 25 nationalities, over 200+ knowledge areas, and with a cumulative training, knowledge creation, sharing, and dissemination experience for over 1000+ years with over 2 million participants globally.