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OVERVIEW

This course aims to establish a deep understanding of service excellence, define the desired customer journey, encourage self-motivation, apply creative service excellence initiatives and encourage a culture of service excellence

First, we assess the employees to test their customer service innate skills in order to check where the gaps are and which employees had natural tendencies to become great customer service professionals. Competencies such as adaptation, emotional intelligence, resilience, etc.. were measured by a psychometric online assessment.

Following the assessment, an interactive employee training is designed to help participants expand their understanding on customers’ service, enhance their skills and develop outstanding communication skills.

OBJECTIVES

  • Help participants become professional customer service staff.
  • Support participants evaluate the client personality that will result into better service, and hence, more customer satisfaction and loyalty.
  • Help the participants retain customers by learning listening and questioning techniques to resolve the customer problems in effective and harmonic way.

Outline

• Creating Excellence

• Meet Customer Expectations and Achieve Customer Satisfaction

• The importance of customer service in a competitive environment 

• Identifying and Addressing Customer Needs

• Dealing with Anger

• Identifying early signals of customer irritation and respond appropriately  to find a workable solution to the problem

• Establishing Your Attitude and Delighting Customers


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MENTOR is a management consulting firm that helps organizations to improve performance and reach their full potential. Since our establishment in 2006, we have served as a strategic partner to organizations of all sizes and worked with government entities, UN organizations, multinational businesses, non-profits, and financial institutions. Through a combination of consulting services, learning programs and digital applications, we guide organizations on their journey to becoming better at what they do. 1.We provide consultancy to organizations on how to create positive change and become more efficient and cohesive.
2.We equip employees and business leaders with skills required for change, through customized learning solutions.
3.We empower change through digital applications that help clients to operate and learn more effectively.
From our offices in California and Dubai, we work to deliver positive change in our client organizations and the customers they serve. Read more about us here: https://www.mentor-gc.com/
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