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 programme emphasis 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.
This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, videos, 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.
DAY 1 : Setting the Standards for Customer Service Excellence
DAY 2 : Communicating the Customer Service Message
DAY 3 : Service Recovery: Handling Complaints and Difficult Customers
DAY 4 : Principles of Persuasion
DAY 5 : Getting the Right Customer Service Attitude
The European Quality Training and Management Consultancy adopts modern methods of training and raising the efficiency of human resources development, so we follow:
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