Excellence in Customer Service

Methodology

This course uses a combination of interactive training techniques, such as brief presentations by a consultant followed by oral and written questions, case studies, role-playing exercises, video clips, and more.

Objectives

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

Explain the importance of a customer service culture in a competitive environment

Analyze the basic behavioral patterns of different customer personalities and the best ways to deal with them

Practice strategies aimed at regaining customer loyalty

Define the process of managing a customer complaint system

Study and practice techniques for effective customer communication skills

Target Audience

Managers, supervisors, and internal and external customer service employees.

Target Competencies

Customer service orientation

Emotional control

Empathic perspective

Flexibility

Reading people

Self-Confidence