Elite Customer Experience
In-Person/Online
2 Days
English/Arabic
Learning Objectives
Examine how customer service excellence can lead to long & profitable customer relationships. Identify the elements that create a memorable and excellent service. Demonstrate an “Excellence Driven” service approach. Develop Empathy and listening skills to learn and understand your customers’ needs. Formulate take away techniques for service excellence. Master ways to develop & maintain a positive, customer focused, attitude. Apply EI techniques in Customer Service.
In Person/Online 2 Days
English/Arabic
Learning Objectives
Examine how customer service excellence can lead to long & profitable customer relationships. Identify the elements that create a memorable and excellent service. Demonstrate an “Excellence Driven” service approach. Develop Empathy and listening skills to learn and understand your customers’ needs. Formulate take away techniques for service excellence. Master ways to develop & maintain a positive, customer focused, attitude. Apply EI techniques in Customer Service.
Modules
Module1: Service Skills Self-Assessment
Module 2: Cornerstones of Customer Service
- The customers perception of service
- Customer-Centric Vs Customer-Oriented
- Managing customers expectations
Module 3: Providing an Excellent Service – Customer-Oriented Skills
- Effective Communication
- Establishing Rapport
- Active Listening
- Self Confidence
- Accountability & Proactiveness
- Persuading Others
- Empathetic Outlook
- Emotional Control
Module 4: Social Styles
- Defining social styles and its characteristics
- Analytical
- Driving
- Amiable
- Expressive
- How to deal with each kind of customers
Module 5: Handling Customers’ Complains and Objections
- Why people complain?
- Handling Complaints
- Complaint handling technique – H.E.A.T
- C.A.L.M Technique
Module 6: Customer Experience (CX) Introduced
- Differences between customer experience and customer service
- What is a good customer experience (CX)?
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