Methodology

In the first phase, this course uses a variety of training techniques, such as case studies, self-awareness questionnaires, and exercises that help participants apply some customer service tools, in addition to viewing video clips. In the final phase, participants will engage in role-playing exercises to address challenging scenarios. These exercises will be videotaped and later viewed and discussed to maximize learning and build participants' confidence and ability to handle challenging professional situations. Objectives

By the end of the course, participants will be able to:

Explain the importance of excellent customer service in different situations and environments

Increase their effectiveness using communication techniques and skills

Provide outstanding service that customers will remember positively

Act, perform tasks, and communicate in the most appropriate manner, regardless of difficulties

Transform dissatisfied customers into satisfied ones, using practical methods to gain their appreciation and respect

Target Audience

Employees at any level of the organization who interact directly with customers, whether internal or external, and who also wish to hone their communication skills in a competent and supportive environment with the goal of enhancing customer satisfaction.

Target Competencies

Customer Service Orientation

Emotional Control

Empathy with Customers

Flexibility

People Reading

Self-Management

Job Role Awareness