Advanced Customer Services Oriented

Code Date City Fees Register
PR003 April 21, 2024 - April 25, 2024 Dubai – UAE $ 5000

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PR003 July 14, 2024 - July 18, 2024 London $ 5000

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PR003 October 20, 2024 - October 24, 2024 Istanbul $ 5000

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PR003 January 12, 2025 - January 16, 2025 Online $ 1500

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Upon Completion of The course, Participants will be able to:

  • Explain why giving good service is important
  • Define what customers are looking for in terms of service provision
  • Describe how to use Quality Management tools and methods
  • Build strong customer relationships
  • Help influence and set customer expectations
  • Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
  • Implement improved people skills to enhance customer service
  • Improve service to internal customers as well as external customers
  • Use skills to build effective relationships
  • Describe the practices of a world-class customer service provider and model their own performance on those practices
  • Assess the current value of your organisation’s “customer experience”
  • Develop interpersonal skills to a higher level
  • Describe how to deal effectively with difficult customers
  • Explain how to turn complaints into opportunities
  • List the ways in which customer service can be measured as an individual and how to score highly on these measures
  • Highlight the value of asking for and giving feedback to customers regarding service
  • Develop personal methods for handling stressful situations
  • Implement personal motivation techniques to create excellent first impression

The Delegates

  • All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
  • Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills
  • Experienced customer service givers who wish to upgrade their service skills.

The Contents

Introduction and course overview.

The benefits of excellent customer service

  • Customer Service Principles, Evolution and Purpose
  • The benefits of excellent customer service
  • Customer psychology: what are your customers expectations?
  • Serving the internal customer
  • World-class service – a modelling exercise
  • Creating ‘magical’ experiences for your customers
  • What do the customers see

People Skills to Deliver Excellent Customer Service

  • Back to basics – communicating with our customers
  • Identify Listening Styles for you and your customer
  • People like people like themselves – how to be liked by the customer
  • Four customer personality types
  • Listeners are said to be the best communicators – how to perfect your listening skills
  • Questions, questions, questions – if you don’t ask, you won’t find out
  • What am I saying when I am not speaking – how to read body language signals
  • The do and don’ts of communicating effectively
  • Building Rapport
  • Influencing skills
  • Persuasion techniques
  • Dealing with Difficult Customers
  • Understanding Customer Behaviours
  • Understanding where Anger comes from
  • Developing Emotional Intelligence
  • How well does your organisation/department communicate the customer service message to your colleagues

Introducing Quality Management and Customer Services

  • Introduction to Quality Management
  • The history of Quality in business
  • Basic Quality concepts
  • What is it that Customers want
  • How can we calculate the total cost of Quality
  • Customer satisfaction is a perception and can be managed
  • Setting customer expectations
  • Changing internal perceptions
  • Getting closer to customers
  • Understanding customer needs and expectations
  • Commitment starts at the top of the organisation

Service Quality – Tools and Techniques

  • Five steps to Effective Quality Management
  • Beginning with measurement
  • Then we need methods of Control
  • Continuous Improvement
  • Service Quality Tools and Techniques
  • Questionnaires
  • Pareto Analysis
  • Nominal Group Technique
  • Cause and Effect Analysis
  • Solution Effect Analysis
  • Selection Grid

How to turn difficult situations into opportunities

  • Why do customers complain?
  • Why should we encourage complaints?
  • The Customer Loyalty Chain
  • Customer behavioural types and how to deal with them
  • Understanding and managing emotions
  • Creative thinking to go that ‘extra mile’

Getting the right customer service attitude

  • Saying ‘no’ professionally
  • Avoid taking things personally
  • Customer service values and guiding principles, vision and mission
  • Practical case studies: the 5 things customer-first organisations always do
  • Measuring performance
  • Action planning and job tools included

Measuring and monitoring individual customer service

  • Encouraging feedback from customers
  • Encouraging feedback from colleagues
  • Measuring your customer service
  • Observation and monitoring
  • Coaching and mentoring
  • Empowerment and Customer Service

Managing Customer Expectations

  • Exceeding customer expectations every time
  • Determining how to exceed expectations
  • It’s the little things that matter – increased satisfaction at minimal cost
  • Asking for feedback on performance
  • Ongoing evaluation of effectiveness to ensure satisfaction
  • Maximise the value you deliver
  • Understanding different customer styles

Making it happen

  • A look at Quality Management Systems
  • ISO, Balanced Scorecard, Six Sigma
  • Producing a Plan of Action
  • Improving customer Satisfaction in 5 quick steps

Course summary .


The Discount

10% in case of Three P. (or more)