Effective Customer Service

Course Overview:

• Customer services are now a major contributor to you and your company success.
• Customer service has an immediate priority for everyone in your organization.
• In existing competitive marketplace, the companies with great customer service will not only survive, they will thrive.

• To practice the correct customer contact skills in both face-to-face and on the telephone situations, even in inconvenience time.
• Every survival should communicate with others to share information, gain understanding and promote action.
• The main reason behind most of our problems with customers is poor communication.
• So, this course will give participants tools on how to deliver great customer service through high quality communication skills

 Course Objectives:

• By successful ending of this program participants will realize that customer service is not a desk or department. Instead it’s a philosophy or an attitude that inhabits their culture and run throughout the entire organization.
• To be an effective (internal & external) customer communicator by practicing the skills needed in different situations

 Learning Topics:

• The following are the main topics to be covered

1. Principles of Communication
   1. Definition and Methods
   2. The sender receiver model
   3. Interference
2. Customer Satisfaction
   1. The satisfied / dissatisfied customer mode
   2. Beyond Customer Satisfaction
3. Behavior
   1. The Power of Behavior
   2. Choosing and Using Behavior
4. Face-to-Face Communication
   1. The verbal message & Voice control
   2. The Visual message & Body Language
   3. Questioning Skills
   4. Listening Skills
5. The Professional Telephone Behavior
   1. Advantages & Disadvantages
   2. Stages of a Telephone Call
6. Dimensions of high service quality
7. How can you improve customer service quality!
8. How can you keep your customer come back
9. Create your own Customer Service Action plan.
10. Practical session

Course Reference Number:            6cus III

Course duration:                                2 Days

Course Location:                               Smouha – Alexandria – Egypt

Course Starting Date:                      Wednesday 22 March 2017

Course Fees:                                         350 LE

Payment:                                             One week before course starts

Registration:                     Fill and submit the following registration form: