Customer Focus
In-Person/Online
2 Days
English/Arabic
Learning Objectives
Present an overview of what ‹customer service excellence› means to you and your customers. Estimate how Emotional Intelligence (EQ) can give you a customer service edge. Implement customer service cycle. Identify customers types and their needs. Identify personal strengths and blind spots and how they impact your customers. Explore reasons for spending more on valuable customers (no more one-size-fits-all). Use several tool to motivate and maintain morale in front-line customer service teams.
In Person/Online2 Days
English/Arabic
Learning Objectives
Present an overview of what ‹customer service excellence› means to you and your customers. Estimate how Emotional Intelligence (EQ) can give you a customer service edge. Implement customer service cycle. Identify customers types and their needs. Identify personal strengths and blind spots and how they impact your customers. Explore reasons for spending more on valuable customers (no more one-size-fits-all). Use several tool to motivate and maintain morale in front-line customer service teams.
Modules
Module 1: Customer Service Basics
- Customers, customer service, and service quality defined
- Customer service vs. customer satisfaction: The Iceberg phenomenon
- Elements and dimensions of quality service
- Traditional vs. progressive customer orientation
- Sources of customer satisfaction and the zone of tolerance
- The customer experience chain
Module 2: Emotional Intelligence
- Perception vs. reality among customers
- Emotional literacy - “understanding how my feelings affect my customer”
Module 3: Customers and Expectations
- Delivering what we promise and more
- Understanding needs wants and expectations of customers’ products vs. services
- Becoming aware of all the products/services you offer
Module 4: Communication Skills
- Body language as powerful tools
- Winning words vs. hedgers to avoid
- Positive vs. negative phrases and questions
Module 5: Different Personalities and How to Deal with them
- Dealing with difficult/challenging customers
- Understanding difficult customers
- How can you prevent problems with difficult customers?
Module 6: Customer Relationship
- Dealing with complaints and profiling complainers
- Customer relationship management for continued partnerships
- Creating a climate of positive responsiveness
- Growing and nurturing service champions
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