Excellence in Customer Service

(Advanced) - Virtual Learning

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Why Attend
In this course we cover the most important elements of service a person involved in direct interactions with
customers should know and apply. From the right attitude to the required behavior, and including methods to analyze
and improve service, we will cover it all in a straight- forward, interactive and practical manner.

Course Methodology
Live online course where participants will be able to interact with instructor (video and audio), view slides, collaborate
with others, comment on discussions, complete assessments, activities and case studies.

Course Objectives
By the end of the course, participants will be able to:

Explain the importance of customer service for any organization

Practice the techniques of managing customer expectations and delighting customers
Provide better, faster service and increase customer satisfaction
Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable
solution to the problem

Target Audience
Customer service representatives, technical and support personnel, field service representatives, account managers,
credit and billing specialists as well as anyone who want customer service training in order to reinforce their skills.

Target Competencies
Customer orientation
Self confidence
Personal accountability
Persuading others
Empathic outlook
Emotional control

Course Outline
Customer Service
Quotations on customer service
Service definitions and concepts
Service dimensions
Quality service requirements

Internal Customer Service

Identifying internal and external customers
The customer profit chain
Who, of the internal or external customer, is more important

Managing Customer Expectations

What to say and what not to say
Calming upset customers
Comments you should avoid
Managing customer expectations
The ServQual model
Flying over customer expectations
The RATER Model

Professional Behavior with Customers

The power of behavior
Principles of effective behavior

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 How to behave professionally with the customer
Assertive, passive and aggressive behavior

Dealing with Difficult Customers

Dealing with different personality types
Service recovery

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Location & Date
27 - 29 Jul, 2021 Arabic

Fees: US$
Per participant - 2020 US$ 1750

Fees + VAT as applicable UAE Tax Registration Number 100239834300003

Contents are subject to change.

+971 4 556 7171 Page 4 of 5
For the latest updates visit www.meirc.com
 Contents are subject to change.
+971 4 556 7171 Page 5 of 5
For the latest updates visit www.meirc.com