Developing World Class Customer service

Designed for:

Customer service representatives
Sales and marketing professionals
Customer service supervisors and managers Field service representatives
Account managers
Front line workers

Your gain

By the end of this course you will be able to:

Have the skills to provide Legendary service to all customers Recognize the needs and expectations of a customer
The ability to maintain excellent impression for yourself and your company
Maintain a positive, customer-focused attitude, even in challenging situations.

Contents

Making the customer feel special and valued
Positive words, tone and body language is the impression you create
Establishing rapport with customer
Asking the right questions – TED technique Showing a ‘brand’ image
Using C.A.R.P system to resolve customers’ complain
Giving ‘bad news’ and saying ‘no’ constructively
Defusing a difficult situation
Demonstrating empathy – exploring options and alternatives Balanced behavior responses
Acting on feedback from customers How to generate customer loyalty Improving the brand experience Managing customer complaints Managing extremes of behavior
Managing your emotion and your customer’s emotion
Using the complaint to re-shape the ‘customer experience’ Genuine, sincere and proactive customer service

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Video courses to build new skills from start to finish.

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Amber Ivy (Grancie Company)

*Courses can be conducted in English and/or in Arabic, or in any other language

*Courses can be attested from knowledge and Human Development Authority at nominal fees

To Book Your Seat, Please Contact

Office 235, Matloob Building, 2nd interchange, Sheikh Zayed Road, P.O. Box 211981 Dubai, UAE

Phone: +971 (4) 3791185 / +971 (4) 3791186, Fax: 04- 3791186,

Cell: +971 562738022 / +971 56 146 6094 / +971 50 714 0691

Email: info@skyrocket-training.com, www.skyrocket-training.com