COURSE OBJECTIVES

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

• Define customer service and break it down to its most basic dimensions.
• Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service.
• Understand a road map to building outstanding customer service skills.
• Use a variety of tools such as 'RATER' & “NPS” to provide the required level of service.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
• Discuss and practice the techniques of effective communication skills with customers.
• Creating a unique customer buying experience that does not end at the counter.

COURSE SESSIONS

Module 1: Why Customer Service? (2 hours)

Understanding your role

• What do you do at your job?
• Foreseen challenges in the Company Customer Service.
• Describe a great customer Service.

Customer Service staff are very important

• Why Customer Service matters?
• Simple Actions, Huge Returns.
• Cost of bad customer service for your company/department.
• The Customer Service success formula (Technique & Attitude).

Internal & External Customer Service:

• Identifying internal and external customers.
• Seek always for Customer PAIN.
• Foundation of staff to deliver great service.

Module 2: Techniques that bring result (2 hours).

Customer Service that builds competitive edge.

• Greeting techniques
• Questioning Techniques
• History of communication extraction with customers
• Body language
• Closing a case; when to walk away and when to stay around.

True customer service: Say what you’ll do, and then do what you say.

• No surprises for customers- Educate customers on your process
• No Holes in your process
• No embarrassment- Full details to be shared
• It’s up to CS not the customer to be fixed.

Objections & Emotions

• The process of objection handling
• Barriers that prevent 100% satisfaction
• Customer education of processes and rules

Getting better in how we serve customers

• Seek your name to be memorized by customers
• Effective Communication skills for CS
• Effective listening skills for CS
• Business Etiquette in Corporates
• Problem solving & Follow up essentials with customers

Module 3: Mange your behavior (2 hours)

Professional Behavior with Customers

• The power of behavior
• Principles of effective behavior
• Friendliness
• Empathy
• Fairness
• Control
• Information
• Good Information is Often Good Service
• Interpreting nonverbal behavior
• The right behavior with the customer

Basic behavior of a Customer service professionals

• Smiling
• Eye contact
• How you look
• Shaking hands
• Be attentive
• Tone of voice
• Hand gestures
• Personal space
• Posture
• Telephone Etiquette
• Troubleshooting
• Ten Major Do’s and Don’ts of Customer Service

Emotions

• Dealing with emotions
• The Emotional styles of customers
• How best we can overcome each Role-plays and exercises on dealing with different emotional situations.

Course Dates:

• February 5, 2018
• February 7, 2018
• February 12, 2018

Course fees: QR 1500

Eligible discounts:

• 30% Discount for early registration before January 15, 2018.
• 30% Discount for Students, Alumni, QF Members

PAYMENT AND REGISTERATION INFORMATION

Payments are accepted via card only, and must be made within three days of registration. Fees are not refundable upon cancellation.

REGISTRATION LINK: 

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