Cambridge
Academy
In London

Course Duration: Five Training Days

Course Language : Arabic or English Include:

Scientific material with TAB

Workshops

Reception and farewell at the airport

Daily lunch

Coffee Break

Program Goals

At the end of the 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 groups

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.

Targeted competencies

• Going towards customer service

• Self-assurance

• Personal accountability

• Convincing others

• Sympathy for customers

• Emotions control

program content

First day:

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

the second day:

Internal customer service :

• Determining internal and external customers

• Customer requirements

• The basis of excellent customer service

• service and profit chain.

the third day:

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

the fourth day:

Effective communication skills to deal with customers :

• Effective listening

• Effective listening skills

• Etiquette for using the phone

The fifth day:

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.