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

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)?