Courses
101 Delight Customers Skills
Course Overview
What is good customer service? How can it go from good to great? How can we delight our Customers? What are the pitfalls that many people fall into when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer service stress? Find out the answers to these and other important customer service questions during this training course. Participants will learn what exceptional service is, how to project a customer- friendly image, how to handle demanding customers, and more.
Training Course Objectives
By the end of this Course, the participants would be able to:
• Apply basic Delight Customers skills.
• Use effective body language.
• Use listening skills.
• Use telephone skills.
• Deal with stress.
• Complaints Handling
• Working with difficult customers.
• Develop a personal action plan to improve customer service skills
Target Audience:
This course for staff who has frequent connection with the customers through face to face or telephone or customer support centres or selling points and for for anyone seeking training in customer service and customer care
102 Delight Customers Skills
Course Overview
If you are a manager and need to reach the top of the pyramid of customers delight you should play a main role to delight your team members, this training course will provide skills and approaches to keep your customer service team motivated, on track and delivering exceptional levels of service. Learn how to motivate those that interact with customers, how to set clear targets and objectives and coach the team to achieve the required results.
Course Objectives:
By the end of the training, the participants would be able to:
- Have tools to identify the different characters in their team
- Communicate the customer service culture to all team members
- Use different techniques to motivate both individuals and the team as a whole.
- Set clear objectives with their team members to reach delight level of customers.
- Coach team members effectively to get maximum performance.
Target Audience:
This course for managers who care about their team performance and looking for delighting their customers.
Digital Delight Customers Skills
Course Overview
Nowadays the customers use a lot of channels to gain their services especially through social media, so it is your chance to delight them so digital customer service can benefit you professionally as you gain the ability to solve customer issues in a community-first context. This is an excellent skill for a world where a lot of your customers get access to smartphones on a daily basis looking for them.
Course Objectives:
- Understanding the role of the digital service center in building the image of your company.
- Determine the skills required by the staff of the digital service center.
- Building and implementing work etiquette for employees of the digital service center, according to the experience strategy of your company.
Target Audience:
- Early-career professionals looking to join customer service teams.
- Product Teams that recognize the value of constructive customer engagement for rapid product iteration.
- Staff who use social media and other digital tools to communicate with customers
Customer Experience Management
Course overview
Customer Experience Management course is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Experience being deployed across the world.
This course help you to build your own experience based on professional approaches instead of depending on your current situation of you customer experience by using the disciplines of any customer experience.
Course Objectives
- Addresses why the customer experience is crucial and assists delegates wishing to build the business case
- Understand the 6 disciplines of any Customer Experience
- Develop a customer experience strategy.
- Understanding of how customer experience differs from customer service.
- Offers a practical understanding of how to design and deliver a strategy and how it can drive customer growth, profitability, and loyalty.
- Build a program of developing your customer experience based on how to deliver it.
Target Audience
Directors, managers and supervisors of different departments and for who seek to know more about developing and implementing a Customer Experience programme in their organization.
