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First Impressions Customer Service Professional

“The greatest discovery of this generation is that human beings can alter their lives by altering their attitude of mind�

Customer Service Manager Leadership Skills

redefining professional standards

Office G - 09, Block 13 Knowledge Village Dubai, UAE

Phone: 971- 050- 2896090 E-mail: Amal.Idiab@laptedu.com www.laptedu.com


First Impressions  Have you ever faced an unpleasant customer and not known what to do?  Do you worry that you’re not assertive enough with demanding people?  Do you struggle to solve problems?  Do you know who your customers are?

“Your most unhappy customers are your greatest source of learning”

 Do you have individual and organisational goals to strive for?

FIRST IMPRESSIONS Program Outline FIRST IMPRESSIONS programme introduces critical elements and key concepts of customer service, helping individuals or staff to become customer service professionals.  Recognize that service delivery is an individual response value.

“Customer complaints are the schoolbooks from which we learn”

 Understand how your own behavior impacts the behavior of others.  Develop more confidence and skill as a problem-solver.  Communicate more assertively and effectively.  Learn some ways to make customer service a team approach.

The duration of program is 16 Hours and can be delivered as two days intensive workshop or part time. FIRST IMPRESSIONS Program Syllabus  Who Are Your Customers?

 The Talkative Caller

 Understanding and Meeting Expectations

 Dealing With Difficult People

 Your Self-Image

 Steps To Problem-Solving

 Meeting Expectations

 Resolving Conflict

 Setting Standards

 Service PRIDE

 SMART Goals

 Acting Assertively

 Telephone Techniques

 Managing Stress

 Communication Skills

Upon successful completion of the First Impressions program, participants can move to the next level - Customer Service Professional program which takes them one step above in the career pathway.


Customer Service Professional Program Outline The program is designed for working professionals to explore their responsibilities as a customer service agent. The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation and the programme deals with various skills and techniques that will draw from your own personal and varied experiences to share elements of reward and challenge. The programme provides re-energizing time to build and expand from where you are now.

 Identify ways to establish links between excellence in customer service and business practices and policies.  Develop the skills and practices that are essential elements of a customer service focused manager.  Recognize what employees are looking for to be truly engaged.  Recognize who the customers are and what they are looking for.  Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Program Syllabus  Who our customers are and what they expect  Sustaining an individual level of engagement  Communication skills  Appropriate sharing  Self-image & first impressions  Effective leadership  Situational leadership  Developing your leadership style  Managing employee engagement  Alpha leaders

The duration of program is 8 Hours and can be delivered as One day intensive workshop or part time course to suit the needs of the customer.

Upon successful completion of the Customer Service Professional program, participants can move to the next level - Customer Service Manager program which takes them one step ahead in their career pathway.

“You are serving a customer, not a life sentence. Learn how to enjoy your work” “People perform best and deliver the best customer service when they like what they do”


Customer Service Manager Program Outline The program is designed for customer service professionals to explore their responsibilities as a customer service supervisor or manager. The program helps managers to deal the challenges of managing work through others. Participants get an opportunity to develop those critical skills of planning work, different facets of CRM, leading their team and managing their performance, communicating with colleagues and their manager. Managers with these skills can have a tremendous impact on an organisation’s productivity  Dealing with the problems a new supervisor or manager encounters in the work place  Develop those critical skills of planning work, leading their group, and communicating with their employees, their colleagues and their manager.  Develop your team leadership skills and unleash the talent of your individual team members to function better as teams.  Understand self and others through completing and interpreting personality typing, develop and improve problem solving and decision making skills and understand performance management issues.

““Without great employees you can never have great customer service” Good service is good business. Your best customers leave quite an impression. Do the same, and they won't leave at all ”

 Develop an understanding of how CRM creates value for organizations and customers

Program Syllabus  Help clarify roles and responsibilities of the supervisory or managerial job  Understand the importance of developing good relationships with employees and peers, so you are seen as fair and consistent Communication skills  Acquire a basic understanding of and develop strategies for leadership, team building, communication, and motivation and what part they play in effective supervision Self-image & first impressions  Recognize the key elements that move a team from involvement to empowerment and how to give these elements to your team.  Develop strategies for dealing with team conflict and common situations.  Use the results of personality typing to improve communication and team building  Identify the stages of team development and use appropriate strategies for each stage  Develop an understanding of the terms and benefits of CRM on a company’s bottom line

The duration of program is 64 Hours and can be delivered as day long intensive workshops or part time course to suit the needs of the customer.

Upon successful completion of the Customer Service Professional program, participants can move to the next level - Leadership Skills program which takes them one step ahead in their career pathway.


Leadership Skills Program Outline The program is designed for managers to excel in their role and become inspirational leaders. The program is designed to help you create and accomplish your personal best, and to help you lead others to get extraordinary things done. At its core, leadership means setting goals, lighting a path, and persuading others to follow. But the responsibility entails much more. By accepting the challenge to lead, you come to realise that the only limits are those you place on yourself.

““The greatest discovery of this generation is that human beings can alter their lives by altering their attitude of mind”

 Identify your leadership profile and explore how you can use this knowledge to create your own future  Assess your leadership competencies and learn how you can develop your strengths  Identify those additional skills and tools that can make you a better leader  Develop your ability to influence and communicate with others  Become a better problem-solver and decision-maker  Discover how you can prepare for and embrace the forces of change  Create a strategy to actively use these skills back in the workplace

Program Syllabus  Leadership profile and competencies to highlight your strengths and challenges  Directional and consequential thinking and how to develop these skills  Strategies for influencing others through improved communication and interaction  Your role in making meetings effective, both as a leader and as a participant  Critical problem-solving skills and the tools and techniques you can use

The duration of program is 24 Hours and can be delivered as three days intensive workshop or part time course to suit the needs of the customer.

Upon successful completion of the Leadership Skills program participants are welcome to become a member of the our on call consultants in the customer service arena.


29 Harley Street London, W1G9QR United Kingdom. +44.207.6124401 info@lapt.org www.lapt.org

redefining professional standards

About US London Academy of Professional Training (LAPT) is incorporated by the registrar of companies for England and Wales, (company number 4984798) under the Companies’ Act 1985. LAPT works in the areas of Consultancy, Training and Development, and is committed to provide quality education and training through its partners globally. Our team is working towards the betterment of structured training modules which can change the life of an individual. LAPT offers good international quality training programmes developed by the LAPT Academic board. LAPT regional representative offices are located in U.A.E and India. LAPT has partner centre network in Europe, Africa, Middle East and South Asia. The London Academy of Professional Training is an exciting concept able to provide quality and highly useful professional education programmes to learners globally. LAPT is well placed to offer students the opportunity to excel both academically and in the work place. The quality programmes available, combined with the flexibility in method of delivery and learning, means that students can study in their home country and gain access to internationally recognised British qualifications. For more information please feel free to contact our local office representative.

Office G - 09, Block 13 Knowledge Village Dubai, UAE.

Phone: 971- 050- 2896090 E-mail: Amal.Idiab@laptedu.com www.laptedu.com

Customer Service Programs  

Program Brochure : Details of Customer Service Program certifications from LAPT Education Middle East

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