Customer Service Management

Program objectives:
• Address the importance of customer service for the organization viability.
• Practice the techniques of managing customer expectations and delighting customers.
• Deliver better, faster service and increase customer satisfaction.
• Recognize the signals of customer irritations/needs and how to respond appropriately and assist in quickly finding a relevant solution to their customer's problem.

This Customer Service Training Course is for people on the front line of customer service, whether face to face or over the phone. It's designed to help you handle difficult customers and situations and to make the most of every customer contact. The course will give you the skills to develop customer loyalty and will teach you how to take care of yourself and feel confident in any customer situation.

Dr. Thouraya Labben is the Dean of the European International College (EIC). She has extensive teaching and training experience. She won also  several research grants and has many academic and professional publications as well as several conference contributions mainly in hospitality and tourism. Dr. Thouraya Labben started her career in hotel industry working for international hotel resorts mainly in Europe and North Africa. Before joining EIC, Dr. Thouraya Labben was acting as VP at StoneHill Education (UAE). Dealing directly with Governments, she was leading strategic educational projects. Previously, she was Director of Research and Development, and member of the Strategic Management Board, at the prestigious Swiss hotel business school: Ecole hôtelière de Lausanne. She provided trainings for important branded companies: e.g. Unilever, Danone professional and Nestlé professional. She also developed and managed the “Centre for Innovation and Trend Tracking ”. In this centre she was coaching and consulting entrepreneurs to maximize the success of their projects. Dr. Thouraya Labben led also several consultancy projects for international companies (e.g. Kempinski, Mc Donalds, and Coop fine food) as well as for SMEs in F&B and hotel industry).