Customer Service Training in Dubai

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Excellence in Customer Service

Program Objectives:

• Address the importance of customer service in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Agree on a strategy to recover from major setbacks and regain the loyalty of customers.
• Deliver better, faster service and increase customer satisfaction.
• Recognize the signals of customer irritation and how to respond appropriately and assist in quickly finding a workable solution to their customer's problem.

This program is designed for:

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff. This program is worth 15 NASBA CPEs.

Program Outline

Customer Service Definitions and Concepts of Service Understanding How Customer Service Creates Revenue and Healthy Organizations Customer Service Strategies to Create an Amazing Customer and Employee Experience Internal Customer Service Identifying Internal and External Customers Appreciating that Internal Service is Just as Important as External Service Establishing Winning Relationships The Service Profit Chain Managing Customer Expectations By Personality Style Understanding your Own Personality Style and the Style of Others Avoiding Taking Things Personally Expanding your Communication Skills to Get Along Well with More Customers Analyzing the Factors of the RATER Model and Service Quality Indicators Levels of Service Offered to your Customers Strategies and Actions to Delight your Customers Roleplays and Exercises on Dealing with Different Personality Styles Effective Communication Skills for Handling Customers Identifying your Customer's and your Own Listening Style Creating Rapport with Customers More Easily to Have More Influence Effective Vocabulary, Telephone Skills and Emails Monitoring Customers Reactions and Positive Buzz on the Web Related articles

Professional Behavior with the Customer Understanding How Emotions Are Created Developing Mental Strategies for Remaining Optimistic and Calm Under Pressure Using Body Language to Control your Emotional State Changing your Emotional State in Three Minutes to Avoid Negative Emotional Carryover Role plays and Exercises on Handling Difficult Customers Dealing with Difficult Customers Recognizing and Responding Effectively to Specific Customer Behaviors Understanding Anger Management Turning an Angry Customer into a Happy Customer Using a Recovery System Remaining Calm during Interactions with Angry Customers by Applying Emotional Management Tools The Secret and Power of the Law of Attraction in Bringing Positive or Negative Events to our Lives

• Excellence in Customer Service (ramikan.wordpress.com)
• Weekend Video: Customer (Dis)Service (inklingmedia.net)
• The 6 best words in customer service (cbsnews.com)
• CBC Marketplace: Tell us about... Canada's Wor$t Customer Service (magnaefamae.com)
• Is Social Customer Care THE next evolution? (genejanssen.wordpress.com)
• Bangor Savings Bank Selects FMSI's Teller Management System (TMS) to Reduce Scheduling Time While Ensuring Customer Service (prweb.com)
• CE#466: 7 secrets to super customer service (CNNMoney) (conocimientoestrategico.wordpress.com)
• Why social customer service will come of age in 2012 (econsultancy.com)
• How a simple change took hours| 10 Learning Points for #Custserv in 2012 | Customer Service Challenges (milaspage.com)
• Using a Voice of the Customer Program to Prevent Customer Service Meltdowns (A Lesson from Netflix) (customerthink.com)