Cambridge
Academy
In London

Course Objectives

By the end of this course, participants will be able to:

·        Understanding the importance of customer service in light of the competitive environment

·        Maintaining the vital role that internal customer satisfaction plays for the success of any institution

·        Using effective technologies, as well as managing and exceeding customer expectations

·        Providing a better and faster service to increase customer satisfaction.

·        Identifying customer satisfaction indicators and effectively responding to customer problems and finding practical solutions

Target Audience

This course is designed for:

·        Customer service representatives include technical employees, support employees, field customer service representatives, customer accounts and credit employees, as well as managers who want to obtain

·        customer service training to enhance their skills and train their employees.

Course Outlines

Day 1:  customer service :

·        Quotes on customer service

·        Customer service definitions and concepts

·        Service quality requirements

·        Some interesting numbers

·        Customer service cost

·        The foundations of customer service

·        Learning from the best

Day 2 :  Internal customer service :

·        Determining internal and external customers

·        Customer requirements

·        The basis of excellent customer service

·        service and profit chain.

Day 3 :Customer expectation management:

·        What should you say and what should you not say?

·        Calm angry customers

·        Comments you should avoid

·        Customer expectation management.

·        Rater Form and Service Quality elements

·        Exceeding customer expectations

·        Role-playing exercises and dealing with different personal styles

Day 4:  Effective communication skills to deal with customers :

·        Effective listening

·        Effective listening skills

·        Etiquette for using the phone

Day 5 :Distinguished behavior with customers ;

·        The power of behavior

·        Principles of effective behavior

·        How do you deal professionally with customers?

·        Communication date

·        An interesting study

·        Interpretation of non-verbal behavior

·        The appropriate behavior for the customer

·        The wrong behavior with the customer

·        Firm behavior

·        negative and aggressive behavior

·        The components of verbal and non-verbal communication methods

·        Dealing with difficult customers :

·        Dealing with the types of difficult characters.