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Customer Service Management

18 Dec 2019

9 am - 5 pm

Novotel Hotel, Barsha, Sheikh Zayed Road, Dubai, UAE

Customer Service Management

www.eminentinstitute.com www.eminentinstitute.com

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Customer Service Management

Course Information

Course Overview Many organizations claim “The Customer is King” while referring to their employees as internal customers ultimately creating a conundrum regarding who the real customer is. Providing excellent customer service is a must and a key skill for high performing staff. This workshop is designed to help you appreciate why external and internal customers are both kings and queens and how without them – both – the organization will not endure. It will also enable participants to revitalize their approach to customer service and put the customer at the heart of their organization.

Course Objectives By the end of the session, participants will be able to:  Importance of internal and external customer  Adopt a consistent, professional style when speaking with customers  Communicate effectively and genuinely with customers  Develop skills in engaging with customers and managing their queries efficiently  Identify ways to add value to customer relationships and exceed expectations  Turning customer service disappointment into a positive experience  Apply strategies to better deal with challenging customers

Who Should Attend

This course is beneficial for anyone who wants to improve their customer service skills. It is highly recommended for people who directly interact with customers as first point of contact.

www.eminentinstitute.com

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Customer Service Management Course Outline Identifying your Customers  Who are Your Customers?  Why do You Loose Customers?  How Lost Customers can Mean Lost Jobs  Needs and Expectations Giving the Right Impression to your Customers  Initial Greeting – Giving the Right Impression  Talking to the Customers with Your Eyes  Breaking the Ice  Your Personal Appearance and Grooming  Calling People by Their Name  Listening with More Than Your Ears  Anticipating Their Needs  Complimenting Freely and Easily Relationship-Building Strategies  Building Long-Term Relationships with Customers  Effective Communication: o Using Your Voice o Positive Body Language o Knowing Which Words to Use and Why  Using the Resources Available to Create a Rapport with Your Customers Service Delivery  How Effective is Your Customer Care?  How to Create ‘Customer Delight’  Planning Exceptional ‘Service Delivery’  Owning the Problem  Handling Difficult Situations  Dealing with Difficult People: o Assertiveness o Aggressive o Passive/Submissive Communication  The Importance of Communication  Importance of body language  Interpersonal Communication  Dealing with People  Giving and taking instructions effectively  Body language  Being assertive Building Better Customer Relationships  Monitoring Staff Customer Relations  Evaluating and Dealing with Customer Complaints  Establishing Rapport with Customers  Maintaining Professional Relationships  Identifying Customer Requirements and How Best to Deal with Them  Rectifying Complaints  Ways to Improve Complaint Procedures  Increasing Customer Satisfaction www.eminentinstitute.com

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9 am - 4 pm

Customer Service Management Novotel Hotel, Barsha, Sheikh Zayed Road, Dubai, UAE

9 am - 5 pm

18 Dec 2019

Payment Terms 

100% payment for seat confirmation

Payment Options

We accept payments via:  Cash  Cheque drawn in favor of ‘Eminent Educational Institute’  All major credit cards  Bank transfer with below details: Account Name

Eminent Educational Institute

Account #

019120006123

IBAN #

AE130330000019120006123

Bank Name

Mashreqbank PSC

Bank Address

Muraqqabat Road, Dubai

Swift Code

BOMLAEAD

Fees No. of Participants

Standard Price Per Participant (AED)

Discount Per Participant (AED)

1

1750

-

2 and above

1550

200

Above prices are inclusive of 5% VAT

What is included?    

Certificate of Completion Course Material Lunch & Refreshments Free Parking

www.eminentinstitute.com

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Eminent - Advance Your Skills. Advance Your Career.  

Eminent offers a range of courses that will enhance your skills, improving efficiency and productivity. Successful people invest in themselv...

Eminent - Advance Your Skills. Advance Your Career.  

Eminent offers a range of courses that will enhance your skills, improving efficiency and productivity. Successful people invest in themselv...

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