Customer Service (ILM Recognized Course)

Address: Mina Road, Same Building as Union National Bank, 6th floor, office 604 - Abu Dhabi, UAE (Map)

Customer Service (ILM Recognized Course)
Tel: +97124120000 Show Number

Inquiry

Customer service is vital to the ongoing success of a company. Customer’s needs, wants and attitudes change very quickly. It is important for companies to be continually changing and evaluating their customer service in order to meet these ever changing trends. Customer service is not merely customer relations or how nice frontline workers are to customers, rather, it is satisfying or even delighting customers; this should be the goal of excellent customer service. Customers for different types of services have different needs, customer service strategies will differ and must be tailored to the target customer.

Who Should Attend?

This course is designed and suited for any employee in the company that wishes to better their customer service.

Training Objectives

To explain what customer service means in relation to internal & external customers
To provide excellent service to all customers
To recognize the needs and expectations of a customer
Understand when to escalate
To consistently create a good impression for yourself and your company
Get a clear focus on improving your company’s business performance through better customer retention
Identify clear areas of improvement for your customer care team
Adopt a ‘customer-centric’ approach that will enable you to fulfill your customers’ individual needs
Have a better understanding of the detailed issues involved in providing top quality customer care to your customers

Training Duration: 2 Days

Training Program

DAY 1

0830 – 0900	Registration & Coffee
0900 – 0930	Welcome & Introduction
0930 – 1030	What is Customer Service Who are your Customers? (Internal/External) Who are the Customers Service Provider When & Where Does Customer Service Takes Place The Need for Customer Service Unpleasant & Satisfying Experience
1030 – 1130	Customer Analysis: Knowing Thy Customer Understanding the Customer Problem Customer Expectations 7 Steps of Customer Satisfaction Paying Attention to the Right Customer Metrics Determining Level of Service Going the Extra Mile
1130 – 1145	Break
1145 – 1215	Video Presentation
1215 – 0130	Handling Complaints What makes the Customer Upset Understanding and accurately identfying Customer problem Avoiding Upsets “7 Steps to Calling Upset Customers” Address and resolve the Problem Understanding When to Escalate
0130 – 0210	Lunch
0210 – 0245	Role Play
0245 – 0315	Case Studies
0315 – 0330	Behavioral Styles and Recognizing Behavioral Styles Being Assertive Assertiveness in Practice
0330 – 0350	Role Play
0350 – 0400	Training Wrap-Up
0400	End of Day One

DAY 2

0900 – 0915	Training Recapitulation for Day One
0915 – 1000	Delivering Excellent Customer Service over the Telephone The Advantages and Disadvantages of Telephone Communication Telephone Etiquette Active Listening
1000 – 1030	Role Play
1030 – 1045	Break
1045 – 1130	Delivering Excellent Customer Service through Internet The Advantages and Disadvantages of Internet Communication The Internet Email and Online Chat Customer Online Support Communication Guidelines for Email Online Chat and Customer Online Support Internet Customer Skills
1130 – 1200	Delivering Excellent Customer Service In-Person The Advantages and Disadvantages of In-Person Communication Using Body Language to your Advantage Establishing Attitude (The Power of Smile) Appearance Counts
1200 – 0130	Practical Exercises/Case Study
0130 – 0210	Lunch
0210 – 0230	Coping with Stress What is Stress Causes & Symptoms of Stress Take Preventive Measures Overcome Stress
0230 – 0330	Video Presentation/Role Play
0330 – 0345	Training Summary
0345 – 0400	Giving of Attendance Certificate of Training Completion
0400	End of the Training

Material given during the training: [DVD’s and Case Studies will be used during this course to illustrate examples of good and bad change implementation processes].

Before the course

Each delegate will be asked to complete a Pre-Course Assessment Form to determine their current level and objectives for attending the course. The content of such Form will be used by the trainer only to give tailored training that is focused on each group of delegates.