EBC For Training & Development

Marketing Sales and Customer Service

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Code

Available Dates

Places

Fees

Registeration



Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register


Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register

Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register

Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register


Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register


Dubai.. Istanbul

Cairo...London

KualaLumpur.. Tunisia

2950 $

Register

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

Excellence in Customer Service (Advanced)

Introduction :

In this course, we cover all the essential service elements any person involved in direct interactions with customers should know and apply. From the right attitude to the behavioral and communication skills needed to analyze and improve the service provided, we cover it all straightforwardly and practically, which will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Objectives :

At the end of this course, the participants will be able to :

  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Targeted Audience :

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, and managers who want customer service training to reinforce their skills and train their staff.

Course Outlines :

  • Definitions and Concepts
    • Quotations on customer service
    • Service definitions
    • Quality service requirements
    • Some interesting numbers
    • The cost of bad customer service
    • Customer care foundations
    • Learning from the best
  • Internal Customer Service
    • Identifying internal and external customers
    • Elements of service
    • Customer requirements
    • Foundation of great service people
    • The links in the service-profit chain
  • Managing Customer Expectations
    • The Importance of customer expectations
    • Perceived service quality
    • Managing customer expectations
    • ‘RATER’ in real life
    • Flying over customers’ rising expectations
  • Effective Communication Skills for Handling Customers
    • Effective communication
    • Verbal communication with customers
    • Active listening
    • Effective listening skills
    • Phone etiquette
  • Professional Behavior with Customers
    • The power of behavior
    • Principles of effective behavior
    • How to behave professionally with the customer
    • History of communication
    • Interesting study
    • Interpreting non-verbal communication
    • The proper behavior with the customer
    • The wrong behavior with the customer
    • Assertive, passive and aggressive behavior
    • Verbal and non-verbal components of communication styles
    • Dealing with demanding customers
      • Dealing with different personality types
      • Typical customer personality types
      • Service recovery

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.