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Nasr City, Cairo
73 Mostafa El-Nahas St.,

Achieving Customer Care Excellence & Engagement

Achieving Customer Care Excellence & Engagement

=> Course objectives:

Upon completion of the program, you'll be able to :

  • The role of public relations and effective communication in achieving the intended objectives of the Organization.
  •  Familiarity practically the most important communication skills and effective communication.
  •  Foundations that we rely on customer service.
  • The integration of public relations and communication and customer service skills professionally.
  •  How to deal with different types of clients
  •  How to display the service professionally

 => Course Agenda:

  • Day one:
    • Introduction to customer service and its concept.

    • The role of the man in the customer service organization.

    •  Increase your awareness of problem-solving steps and problem-solving tools

    •  Distinguish root causes from symptoms to identify the right solution for the right problem

    •  Improve your problem solving and decision-making skills through identifying your own problem-solving style

    • Improve your ability to participate in and communicate about a collaborative problem-solving process

    • Recognize the top ten rules of good decision-making

    • Goals of customer care.

    • What are the main advantages and disadvantages of customer care?

  • Day Two:
    • Customer Relationship Management (hardcopy - electronically).

    • Types of customers.

    • Develop professional service attitude

       

    • Recognize that service delivery is an individual response value

    • Identify the different types of customers

    • Discuss & Explain Customer Complaints

    • Smartly apply techniques to control customer service interaction

    • Demonstrate a customer service Mindset

    • Define the key characteristics that underlie difficult behaviors

    • How to deal with the types and patterns of different customers in practice.

    • Base 80 \ 20 and customer segmentation.

  • Day Three:
    • Digital Customer Service

    • How do you evaluate services compared to competitors?

    • Identify communication in high performing teams

    • Recognize the communication in teams vs communication as teams concept

    • Implement the Flow model of working in teams

    • Practice team collaboration and keep assessing your own performance

    • What are the types of customer service globally?

    • Trends of Customers Care in 2018

 =>Who Should Attend :

  • Customer Services Department
  • Senior & Junior Sales
  • Call Center Agents
  • Senior & Junior Marketers
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