• Understand the importance of a customer service culture in a competitive environment.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Define the process of managing a customer complaint system.
• Discuss and practice the techniques of effective communication skills with customers.

Managers, supervisors and customer service staff

Customer Service

• Definitions and Concepts
• Roles of the Customer Service Professional

Attaining Customer Satisfaction through Quality Measures

• Components of Quality Service
  • Service Quality gaps
  • What Customers Pay Attention To
  • Dimensions of The RATER Model
    • Reliability
    • Assurance
    • Tangibles
    • Empathy
    • Responsiveness
  • Establishing Service Quality Performance Standards

• Customer Complaint System
  • Sources of Complaints
  • Types of Complaints
  • Handling Complaints: The P.E.P.S.I and F.E.D.E.X Approaches

Attaining Customer Satisfaction through Quality Measures

• The Principles of Inspiring Staff (A.E.P.A. Philosophy)
  • Arousing Interest
  • Engaging Them
  • Practicing New Skills
  • Applying to Real World
• Customer Loyalty
• Who is a Loyal Customer?
• Strategies to Keep Customers Loyal
• Reasons why Companies Lose Customers
• Keys to Delivering an Exceptional Service- The Nordstrom Way

A Profile of Different Customer Personalities

• Characteristics of Difficult People
• Common Responses to Them
• 6 major Personalities that Lead to Conflict
  • The Hostile
  • The Pessimist
  • The Complainer
  • The Know-It-All
  • The Narcissist
  • The Over-Controller
• Strategies in Dealing with Them
• Case study: Airline example

Effective Communication with Customers

• Communication Goals
• Overcoming Barriers to Effective Communication with Customers
• Reading the Body Language of Customers
• Video review – Learning point
• Behaviors that Block Listening
• How to Be an Active Listener
• Exercise: Templates and Checklist

Assessment and Action plan

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session