CSP0107 | The Essentials of Excellent Customer Service

Start End Duration Venue Fees
06 Jan 2020 10 Jan 2020 1 Week Barcelona $4,800 Register
08 Mar 2020 12 Mar 2020 1 Week Dubai $3,800 Register
12 Oct 2020 16 Oct 2020 1 Week Istanbul $4,100 Register
13 Jul 2020 17 Jul 2020 1 Week Bali $4,900 Register
13 Sep 2020 17 Sep 2020 1 Week Abu Dhabi $3,800 Register
19 Apr 2020 23 Apr 2020 1 Week Cairo $3,600 Register
22 Jun 2020 26 Jun 2020 1 Week Bangkok $4,500 Register
23 Nov 2020 27 Nov 2020 1 Week Singapore $4,800 Register
24 Feb 2020 28 Feb 2020 1 Week London $4,800 Register
27 Dec 2020 31 Dec 2020 1 Week Hurghada $3,900 Register
31 May 2020 04 Jun 2020 1 Week Alexandria $3,600 Register
31 Aug 2020 04 Sep 2020 1 Week Kuala Lumpur $4,100 Register


PROGRAM'S BACKGROUND


Did you know that more than 90‰ of customers who are unhappy with the service they receive will never buy from you again? Worse yet, research reveals that more than 95‰ of unhappy customers never even tell you they were displeased with the treatment they received, so you don’t get a second chance to correct your mistakes. Don’t wait until your company has lost customers to begin making customer service a priority. When you schedule this valuable on-site training course for your organization, your employees will learn practical, hands-on techniques for living out quality customer service every day. After all, achieving customer service excellence is an ongoing process that requires ongoing commitment. 

PROGRAM'S OBJECTIVES


This Program’s Attendees Will Be More Able To:

›       Make every customer feel important

›       Avoid the mistakes that cause most customer conflicts

›       Handle angry customers with diplomacy and tact, and how to keep from being intimidated by rude, abrasive customers and how to turn unhappy customers into repeat customers

›       Master the subtle communication techniques that make the difference between a positive customer relationship and a tense one, including specific words and phrases to use and which ones to avoid

›       Project a professional, friendly image both in face-to-face customer service situations and on the telephone

›       Work as part of a customer team: serving the internal customer in order to better serve the external customer

›       Manage several customers who require attention at the same time

›       Handle the five most-common customer complaints

PROGRAM'S ATTENDEES


›       Customer Service Managers

›       Call Center Managers

›       Supervisors

›       Team Leaders

›       Customer Service Representatives

›       Lead Reps and Specialists

›       Sales Managers

›       Sales Professionals

›       Business Owners

›       General Managers

›       Anyone in your organization who needs to know how to turn customer satisfaction into bottom-line results

›       Anyone who has regular customer contact and is responsible for taking care of customers’ orders, requests or problems

PROGRAM'S OUTLINE


BUILDING CUSTOMER RAPPORT & GOOD WILL

›       Which “people skills” make a difference for customer service and public contact pros

›       How to make every customer feel important

›       How to use words that trigger positive, good feelings

›       What customers really want: the 3 ingredients for making customers happy

›       How to determine if your company has “customer friendly” policies and procedures

›       How to measure the customers’ level of satisfaction with the service

›       How to use a customer’s name and how to avoid overdoing it

›       What words and actions signal a “ready to help” attitude that makes customers feel good

HANDLING PROBLEMS & COMPLAINTS

›       How to spot opportunities for turning complaining customers into lifetime customers

›       Recognizing the root sources of most misunderstandings and customer conflicts

›       How to explain company policy in a way that won’t put customers on the defensive

›       How to repair a damaged customer relationship

›       The 5 principal reasons customers complain and how to handle each one

›       How to remain calm with a difficult customer

›       How to say “no” without arousing resentment

HOW TO COMMUNICATE WITH CUSTOMERS

›       What specific words and phrases make customers trust

›       How to avoid the words that trigger negative, unhappy reactions

›       How to get the information needed from telephone callers without offending the caller

›       How to avoid the 9 most common listening mistakes people make on the telephone

›       How to handle overly talkative customers without hurting their feelings

›       How to deal with customers who aren’t fluent in English

›       How you say it is just as important as what you say: how to hear yourself as others hear you

DEALING WITH DIFFICULT CUSTOMERS

›       How to deal with unhappy, irrational, angry and upset customers

›       How to keep from being intimidated by overbearing customers

›       How to handle feelings of angry when dealing with a difficult customer

›       What to do when a customer questions authority

›       How to deal with ultra-difficult customers

›       How to deal with personal verbal attacks

›       How to handle someone who’s rude and abusive

PROJECTING A PROFESSIONAL IMAGE

›       How to stay energized, motivated and positive

›       How to evaluate a telephone image

›       How to make an immediate good first impression

›       How to sound polished, positive and professional on the telephone

›       How to look good and sound wonderful even when feeling awful

›       How to make a voice sound as friendly as a smile

HOW TO BE A CUSTOMER SERVICE SUPERSTAR

›       How to be a catalyst for building teamwork, cooperation and support with associates

›       How to work well with the other departments

›       How to increase sales and profitability through good customer service

›       What customer service people need most from their managers

›       How to handle it when several customers want attention at the same time

›       How to wind up every customer transaction on a positive note

ADDITIONAL DETAILS




Pioneers is a registered trademark © 2008-2018
Material published by Pioneers shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination; downloading, storing in any medium, transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
P.O. Box 11111,
Ibn Al-Hakam Square, Helmyat El-Zaytoon, Cairo, Egypt
Tel: 002 01117866099 | 01117864455, Email: info@pioneerscenter.com
 

Benefits to Organization

1. The candidates will become competent, effective and productive on their jobs. This training program is useful for:
        · Competency building where existing employee is promoted or planned to be promoted.
        · Technical knowledge, skills and competencies.
        · Needs and expectations of the stakeholders/ customers both internal and external.
        · Opportunities to exceed stakeholder/ customer expectations.
2. Create a pool of trained manpower that can cost-effectively spread the knowledge to large number of employees inside the organization.
3. Our facilitators often act as mentors for your trained employees and thus provide a most effective way to ensure effective competency development and application by your motivated staff.
4. We adopted a one-to-one approach that can provide more room for your employees to work at their own pace and address individual needs more freely.

Benefits to the Individuals

1. The candidates will gain a multi-discipline understanding of the subject matter.
2. Have an individual action plan to take away that will help the candidates make a difference in their organizations. This will add value to the expertise and experience of the candidates’.
3. Be more able to enhance job satisfaction and reduce wasted time and effort.
4. Ensure that the candidates will know and appreciate the strategic imperatives that drive the organization's efforts in their relevant job area.
5. Be more able to align your roles and job requirements with the organization’s mission and vision.
6. Be more able to meet your deadlines and tasks and successfully complete any scorecard in a timely fashion.

Additional Benefits

1. Good & best industry practices.
2. Checklist approach for ease of understanding and practical application.
3. Latest technologies including information technology, quality assurance and methodology.
4. Quality assurance and quality improvement incorporated in each program.
5. One-to-one approach and small groups will lead to learner-centered environment.
6. Experienced and qualified instructors both academically and in practice.
7. Customized programs to meet and suit individual training needs.
8. Letters of recommendation for the exceptional performers.

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