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

Enhancement of Customer Service Skills

Enhancement of Customer Service Skills

=> Course objectives:

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

  • Be aware of Customer Experience Activities Main Channels
  • Enhance service delivery within the bank.
  • Customer Service Skills – Key differentiator in the banking industry
  • Enhancing service and processes to become more customer-centric
  • Managing complaints and expectations

 => Course Agenda:

  • Day one:
    • Introduction to customer service and its concept.
    • The role of the man in the customer service organization.
    • Goals of customer care.
    • Identifying customers and their needs
    • Recognizing how personal attitude affects service
    • Taking initiative to understand how the products and services provided enhance the customer
    • Wowing the client and acting on his/ her behalf
    • What are the main advantages and disadvantages of customer care?
    • An International Case Studies of Professional Customer Service
    • Acting on lead measures
    • Keeping a compelling scoreboard to engage team members
  • Day Two:
    • Customer Relationship Management (hardcopy - electronically).
    • Types of customers.
    • Identifying processes and deliverables
    • Identifying key lead measures to ensure deliverables are achieved on time
    • Identifying and managing bottlenecks and expectations
    • Common complaints and how to manage them
    • Diffusing tension and getting to an agreement with the client
    • Getting to a “win-win” solution
    • How to deal with the types and patterns of different customers in practice.
    • How do you evaluate services compared to competitors?
    • Digital Customer Service
    • Trends of Customers Care in 2018

 =>Who Should Attend :

  • Customer Service Agent
  • Team Leaders
  • Senior Customer Care Representatives
  • Customer Service Department Manager
  • Front Disk Representatives
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