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1- Online Training...with international accreditation. The value of participation per person is €1,450
2-Requirement : specifying the course, number of participants
implementation date, and joint coordination.
Group contracting ... 20% Discount For Each Participant In Any Group Of Five Person Or More
Other Places To Hold The Course :
KualaLumpur.. Istanbul.. Dubai.. Cairo.. Riyadh.. Jeddah.. Abu Dhabi.. Doha.. Muscat.. Sharm El Sheikh.. Kuwait.. Tripoli.. Amman.. Beirut.. Damascus.. Tunisia.. Casablanca.. London.. Paris.. Barcelona.. Amsterdam.. Brussels
Certified Customer Service Professional
Introduction :
Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.
Course Objectives :
At the end of this course, the participants will be able to :
- Define customer service and break it down to its most basic dimensions.
- Explain the critical link between ‘attitude’ and ‘technique’ to consistently deliver an excellent level of service.
- Use a variety of tools such as ‘gap analysis’ and ‘RATER’ to provide a level of service that is second to none.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
- Discuss and practice the techniques of effective communication skills with customers.
Targeted Audience :
- Managers and Supervisors.
- Customer Service Staff.
- Staff in departments who deal directly with external customers or whose job is to support other entities.
Course Outlines :
Unit 1 : Fundamentals of Customer Service :
- Understanding the importance of customer service excellence.
- Defining customer service standards and expectations.
- Recognizing the role of communication in customer interactions.
- Learning techniques for active listening and empathy.
- Identifying strategies for handling customer inquiries and complaints effectively.
Unit 2 : Building Customer Relationships :
- Establishing rapport and trust with customers.
- Developing personalized approaches to meet diverse customer needs.
- Cultivating customer loyalty through proactive engagement.
- Addressing customer concerns and resolving conflicts professionally.
- Implementing strategies for building long-term customer relationships.
Unit 3 : Service Excellence and Problem-Solving :
- Recognizing the significance of service excellence in customer satisfaction.
- Implementing problem-solving techniques to address customer issues.
- Applying critical thinking skills to resolve complex customer challenges.
- Developing strategies for anticipating and preventing service failures.
- Utilizing feedback mechanisms to continuously improve service quality.
Unit 4 : Effective Communication in Customer Service :
- Understanding the principles of effective communication.
- Practicing clear and concise communication techniques.
- Utilizing verbal and non-verbal communication skills to convey empathy.
- Handling challenging communication scenarios with professionalism.
- Enhancing communication through active listening and feedback.
Unit 5 : Continuous Improvement and Professional Development :
- Embracing a mindset of continuous improvement in customer service.
- Implementing feedback loops to gather customer insights.
- Participating in ongoing training and development programs.
- Leveraging technology and tools to streamline service processes.
- Setting personal goals for professional growth and advancement.
European Business Center Training Methodology :
Our training work is presented in a professional and attractive manner.. Interspersed with interceptive information to renew attention throughout the training period… We aim with this method to train the listener and interact… In addition to practical applications that target the direct skills and knowledge required to be achieved.. It is presented to the trainees in more than one way.. Practical exercises and applications.. Surveys and questions.. A training strategy has been adopted based on pairing between the theoretical and the professional and between the local and the global.
What Does The Participant Get From The Course?
Each participant obtains an internationally accredited training certificate from the European Business Center for Training and Development … which has the ISO certificate in quality No. 900/2015 from the English international company UCAS .. and receives a training bag containing the scientific material via an electronic flash … in addition to an enjoyable and useful training that is reflected Positive and developmental for individuals and the institution
Note :
We can implement the training course in any of the cities referred to in this course..at the appropriate and required time for the trainees..through joint coordination with the training department at the center..the training is implemented in a distinctive manner according to the best quality standards so that we meet all training requirements and needs.
International Accreditations
European Business Center for Training and Development has obtained international and official accreditations with the highest and best international levels scientifically and technically, which reflect the level of outstanding performance in our training work.. so that it achieves what each participant aspires to by obtaining the best certificates with officially approved scientific and technical standards.
