Customer Service

Customer Service Training in Dubai, Abu Dhabi and Sharjah. Learn to win a customer and maintain long term customer relations.

Customer service is sometimes the only way a business can differentiate itself from its competitors. It isn’t just about the way you greet and serve your customers; it involves many aspects of business operations. Quality customer service is about exceeding the expectations of your customers and really focusing on their needs and expectations.

This interactive course will include a number of activities and role plays to give participants the opportunity to practice the skills they have learnt, while in a friendly environment.

Customer Service Course Contents

Introduction

• Who is a customer?
• What is customer service?

Competition in customer service

• Importance of customer service
• Customer needs and wants

Probing

• Benefits of probing
• Types of questions

Types of customers

• Loyal Customer
• Need based customers
• Wandering customers
• Discount customers
• Impulse customers
• Aggressive customers
• Tips to handle aggressive customers

Effective communication

• Tips for effective communication
• Communication barriers First Impression
• Creating a good first impression
• Telephone etiquette

Complaints

• Handling complaints
• Feedback
• Benefits of customer feedback
• Responding appropriately
• Using empathy
• Rapport building
• Taking ownership
• Culture

Service NO

• Golden Rules to saying NO
• Customer service language – Do’s and Don’ts