Code Date Venue Fees
PR001 23 - 27 Jul 2017 Dubai - UAE $4,500 Register
PR001 24 - 28 Dec 2017 Dubai - UAE $4,500 Register
PR001 29 Jul - 02 Aug 2018 Dubai - UAE $4,750 Register
Home » Seminars » Public Relations & Customer Service » Achieving Excellence in Customer Service

Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement. 

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organisational effectiveness. The course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

  • Identify key components that promote customer retention and loyalty
  • Describe the practices of a world-class customer service provider and model their own performance on those practices
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Develop a customer-focused mindset for continuous improvement
  • Improved conflict resolution skills

Objectives

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult customers effectively
  • Set SMART objectives and goals to increase daily productivity
  • Utilize stress management techniques to reduce tension

Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

Organisational Impact

  • A shared organisational customer service vision
  • A streamlined customer service feedback system
  • Improved intra/inter departmental communication
  • A highly motivated and focused workforce
  • Increased competency and communication skills
  • Increased customer retention and revenue growth

Personal Impact

  • An increased appreciation for their role in helping their organisation achieve customer service excellence
  • Up to date techniques and methods to help them provide world-class service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Improved time management skills and increased productivity

Who Should Attend?

  • Frontline Customer Service Representatives (CSR)
  • Team supervisors
  • Department managers
  • Account managers
  • Field service representatives

Seminar Outline

DAY 1

Setting the Standards for Customer Service Excellence  

  • The benefits of providing excellent customer service
  • The WOW Factor: Going the extra mile…and then some!
  • The importance of managing internal and external customer expectations
  • First impressions: What do your customers see and hear?
  • Understanding and working with the four customer styles

DAY 2

Communicating the Customer Service Message  

  • How well does your organisation communicate the importance of customer service?
  • Understanding your customer’s nonverbal communication
  • Tips for building trust and rapport quickly…face-to-face or on the telephone
  • What is your preferred learning style?
  • Developing your active listening skills to enhance communications
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Telephone tips to promote a professional image
  • The dos and don’t of written communication

DAY 3

Service Recovery: Handling Complaints and Difficult Customers  

  • The importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Strategies to help calm upset customers
  • Managing emotions during stressful situations
  • Empower employees to get the job done

DAY 4

Principles of Persuasion  

  • Requesting feedback from customers and colleagues
  • The art of giving and receiving feedback
  • Negotiating mutually beneficial outcomes
  • Words and tones to avoid
  • The RATER Model: Five dimensions of customer service excellence
  • Best practices for call handling, documentation and quality assurance
  • Measuring and monitoring for customer satisfaction

DAY 5

Getting the Right Customer Service Attitude  

  • The importance of attitude and teamwork
  • Focusing on continuous improvement
  • Stress management tips to increase productivity
  • The customer service mission and vision
  • Setting personal and professional goals
  • End of course review and delegate feedback

Accreditation

  • Quality Logo

In Association With

Oxford Management Centre

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients

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Achieving Excellence in Customer Service
Providing a Quality Service


Upcoming Dates

Code Date Venue Fees
PR001 23 - 27 Jul 2017 Dubai - UAE $4,500
PR001 24 - 28 Dec 2017 Dubai - UAE $4,500
PR001 29 Jul - 02 Aug 2018 Dubai - UAE $4,750

Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement. 

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organisational effectiveness. The course emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

  • Identify key components that promote customer retention and loyalty
  • Describe the practices of a world-class customer service provider and model their own performance on those practices
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Develop a customer-focused mindset for continuous improvement
  • Improved conflict resolution skills

Objectives

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult customers effectively
  • Set SMART objectives and goals to increase daily productivity
  • Utilize stress management techniques to reduce tension

Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

Organisational Impact

  • A shared organisational customer service vision
  • A streamlined customer service feedback system
  • Improved intra/inter departmental communication
  • A highly motivated and focused workforce
  • Increased competency and communication skills
  • Increased customer retention and revenue growth

Personal Impact

  • An increased appreciation for their role in helping their organisation achieve customer service excellence
  • Up to date techniques and methods to help them provide world-class service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Improved time management skills and increased productivity

Who Should Attend?

  • Frontline Customer Service Representatives (CSR)
  • Team supervisors
  • Department managers
  • Account managers
  • Field service representatives

SEMINAR OUTLINE

DAY 1

Setting the Standards for Customer Service Excellence  

  • The benefits of providing excellent customer service
  • The WOW Factor: Going the extra mile…and then some!
  • The importance of managing internal and external customer expectations
  • First impressions: What do your customers see and hear?
  • Understanding and working with the four customer styles

DAY 2

Communicating the Customer Service Message  

  • How well does your organisation communicate the importance of customer service?
  • Understanding your customer’s nonverbal communication
  • Tips for building trust and rapport quickly…face-to-face or on the telephone
  • What is your preferred learning style?
  • Developing your active listening skills to enhance communications
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Telephone tips to promote a professional image
  • The dos and don’t of written communication

DAY 3

Service Recovery: Handling Complaints and Difficult Customers  

  • The importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Strategies to help calm upset customers
  • Managing emotions during stressful situations
  • Empower employees to get the job done

DAY 4

Principles of Persuasion  

  • Requesting feedback from customers and colleagues
  • The art of giving and receiving feedback
  • Negotiating mutually beneficial outcomes
  • Words and tones to avoid
  • The RATER Model: Five dimensions of customer service excellence
  • Best practices for call handling, documentation and quality assurance
  • Measuring and monitoring for customer satisfaction

DAY 5

Getting the Right Customer Service Attitude  

  • The importance of attitude and teamwork
  • Focusing on continuous improvement
  • Stress management tips to increase productivity
  • The customer service mission and vision
  • Setting personal and professional goals
  • End of course review and delegate feedback

Quality Logo

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

 

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.



© 2017. Material published by GLOMACS shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

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P.O. Box 74653, Dubai, United Arab Emirates
Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.ae

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