Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS06E
Effective Customer Service Strategy Build a customer service strategy that will make an essential impact in your organization.
Overview In today's competitive environment, customers demand quality service. If you don't provide them with the products and services they want, they simply go elsewhere. Therefore managing the delivery of quality services and enhancing the quality of client services form an essential basis of any successful business. This training program will provide participants with the strategies and techniques to monitor, adjust and optimize their business processes and identify possible points of weakness with the objective to improve the customer experience. Attendees of the course will learn how to examine their existing service and how to build a customer service strategy that will make an impact in their organization.
Primary Objectives & Benefits This workshop will help participants to: 1.
customer, and their expectations and standards. 2.
Learn how to maintain positive relationships with all
customers. 3.
Pre-empt problems and conflicts and learn from those that arise.
4.
Leverage every service interaction into an opportunity to create real customer satisfaction and loyalty.
5.
Who Should Attend?
Identify of who constitutes a customer, or potential
Deliver consistent levels of service to all of your customers, whether they are local or global.
6.
Realize and maximize the strategic relationship between service, sales and marketing.
The course is suitable for leaders and managers who want to establish and develop an empowered customer service culture in their organization.
7.
Analyze their own role as a manager in implementing customer care standards.
Excellence in Training
CS06E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
Effective Customer Service Strategy Build a customer service strategy that will make an essential impact in your organization.
Module 1 - Define Superior Customer Service Benchmark “best practices” industry wide Identify current customer needs
Module 2 - Provide Sales Related Services Know the customer
Use “customer continuum” to profit a client
Anticipate customer expectations
Initiate services to create add-on and cross-
Deliver excellent customer service
selling possibilities
Measure customer service performance
Module 3 - Resolve Customer Conflicts Recognize the types of customer behavior Resolve customer resistance Use a process to work with dissatisfied
customers
Reduce internal stress
Proven process for solving internal problems
Take a group approach to discover
Key principles of successful negotiation
Forceful negotiation communications Capitalize on the win-win model of negotiation
Module 5 - Satisfy Internal Customers
Improve internal communications
Module 4 - Negotiate With Customers
Module 6 - Excel At Customer Service Leverage skills, tools, and processes to
generate superior customer service Track the results of improved customer
satisfaction
underlying challenges
Program Highlight Duration: 3 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Achievement shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates