Excellence in Customer Service

ILM

SCHEDULE

January 17 to January 18 Abu Dhabi, United Arab Emirates Register
March 21 to March 22 Dubai, United Arab Emirates Register
April 04 to April 05 Abu Dhabi, United Arab Emirates Register
June 06 to June 07 Dubai, United Arab Emirates Register
July 08 to July 09 Abu Dhabi, United Arab Emirates Register
September 26 to September 27 Dubai, United Arab Emirates Register
December 12 to December 13 Dubai, United Arab Emirates Register

COURSE AIMS

Connecting with your customers on an emotional level is the key to establishing a lasting relationship with your brand and organisation. It is imperative to go beyond simply delivering your product /service and develop strong bonds with your customers, providing a unique customer experience by proactively anticipating your customers’ expectations and exceeding them, every time.

It costs five times as much to win a new customer than to keep a current one. Excellence in Customer Service is an attitude engrained in every department and it begins and ends with your people, from top to bottom.

WHO WILL BENEFIT FROM THE COURSE?

Customer service representatives, customer-facing professionals or anyone who would like to learn the techniques and strategies of building a business based on improving and gaining outstanding levels of customer service and satisfaction.

WHAT WILL YOU GAIN FROM THIS COURSE?

  • What will you gain from the course?
  • Understand what customer satisfaction is all about
  • Build up trust and effortless rapport with your customers
  • How to get a ‘win-win’ outcome with your customers
  • Identify the needs and requirements of your customers
  • Understand internal and external customer stress
  • Mirroring customer behaviour and avoid stress creating behaviours
  • Develop techniques and strategies to handle complaints effectively
  • Know the difference between ‘telling’ and ‘selling’ with features vs benefits
  • Use appropriate telephone and active listening techniques
  • Use techniques to re-focus irrational conflict behaviour

SAMPLE COURSE CONTENT

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Identifying your Customers
  • Who are Your Customers?
  • Why do You Lose Customers?
  • How Lost Customers can Mean Lost Jobs
  • Calculating the Cost of Your Lost Customers
  • Needs and Expectations
Giving the Right Impression to your Customers
  • Initial Greeting – Giving the Right Impression
  • Talking to the Customers with Your Eyes
  • Breaking the Ice
  • Your Personal Appearance and Grooming
  • Calling People by Their Name
  • Listening with More Than Your Ears
  • Anticipating Their Needs
  • Complimenting Freely and Easily
Relationship-Building Strategies
  • Building Long-Term Relationships with Customers
  • Effective Communication:
    • Using Your Voice
    • Positive Body Language
    • Knowing Which Words to Use and Why
  • The Use of Voice Over the Phone
  • Staying Effective on the Telephone
  • Using the Resources Available to Create a Rapport with Your Customers
  • Developing a Personal Action Plan
  • The Role of Teams and Individuals
Service Delivery
  • How Effective is Your Customer Care?
  • How to Create ‘Customer Delight’
  • Planning Exceptional ‘Service Delivery’
  • Owning the Problem
  • Handling Difficult Situations
  • Dealing with Difficult People:
    • Assertiveness
    • Aggressive
    • Passive/Submissive
Customer Attractiveness
  • Types of Attractiveness Factors
  • The Process
  • Working the Process
  • Benchmarking
  • Weighting
  • Rating, Weighting and Ranking
Customer Service Profile
  • The Three Levels of Service
  • The Shape of Your Customer Service Profile
  • Pitfalls of the Customer Service Profile
  • Customer Relationship Management
Communication
  • The Importance of Communication
  • Interpersonal Communication
  • Dealing with People
  • Giving and Taking Instruction Effectively
  • Body Language
  • Telephone Communication
  • Meetings
Tools for Obtaining Customer Information
  • Where to Get the Data and Information
  • Using E-Mail Effectively
Service Level Agreements
  • Service Level Agreements (SLA’s) Defined
  • Three Keys to Effective SLA’s
  • Creating an SLA
  • Using SLA’s to Support Internal Customer Relationships
  • Making SLA’s Work
Managing Relationships through Conflict
  • Managing the Moment of Conflict.
  • What to Do if the Customer is the Problem?
Fighting Complacency
  • The Illusion of Complacency
  • Keeping on Your Toes
  • Finding Out What the Competition are Doing That You ARE NOT!
Building Better Customer Relationships
  • Monitoring Staff Customer Relations
  • Evaluating and Dealing with Customer Complaints
  • Establishing Rapport with Customers
  • Maintaining Professional Relationships
  • Identifying Customer Requirements and How Best to Deal with Them
  • Rectifying Complaints
  • Ways to Improve Complaint Procedures
  • Increasing Customer Satisfaction

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations

Recent Post

callback request

Your Name

Contact Number

Company

Location

Email

How did you hear about us?


Follow us on:

Abu Dhabi

P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

Dubai

P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424