Professional Training & Development: Egypt
Serve Your Customer with Quality
Workshop Description
Serve your Customer with Quality workshop is designed as a two-day training activity in which participants learn the basics of quality customer service: how to make the right first impression, how to retain customers through studying international case studies, and how to serve their clients at a global standard.
Workshop Objectives
By the end of this 2-day workshop, participants will be able to:
- Define the importance and benefits of customer service;
- Identify the elements in the service value chain;
- Use the systems approach to customer service;
- Identify the ten best practices of customer service;
- Develop the dimensions of quality as defined by the customer;
- Identify and verify customer requirements;
- Use the bill of customer rights;
- Develop the systems and practices to retain customers;
- Develop and apply the core customer service skills and attitudes;
- Identify and apply verbal and non-verbal communication skills;
- Understand the need to adopt different strategies and techniques for telephone customer service;
- Review the steps in the systematic approach to resolve difficult situations; and
- Develop strategies and interventions to manage different customer behavior styles.
Target Audience
This workshop is designed especially for front-line staff, their supervisors, and managers responsible for customer service who wish to improve their awareness of best practices in customer service.
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