Training Certificate

Prolific Consultants FZE Certificate of Course Completion will be issued to all attendees.

Course Introduction

Relationship management and after sale service have been found responsible for today’s businesses’ success in maintaining and expanding clientele base. It is the psychology of support and confidence that make a customer to stay loyal or look for the ultimate exist door.

This workshop takes full interest in getting managers to get the right customer service and the overwhelming mindset of business excellence into their daily practice. It is a give and take customer relationship and as much as customer believes that he can rely on your warranties, product quality, and your continuous support and after sale service, as much as you would win his loyalty and guarantee his on-going lucrative business.

Organization’s effectiveness is measured by their ability to supply their customer needs and wants efficiently. But how the organization can achieve excellent customer service is a key issue to sustain competitive business environment. This workshop aims to bring professional, high-level customer service concepts into common ground with front-line services by offering a unique improvement tool to help those delivering services and put their customers at the core of what they do.

This course is also designed to enrich and update the knowledge and skills of the participants for achieving excellent customer relations and applying world-class strategies and tactics to keep track of the changing customer needs.

Course Objective

The course aims at providing a comprehensive understanding of customer needs, and to demonstrate that service improvement efforts fail more from ineffective management practices than from lack of front-line effort. The application of proper strategies and tactics for addressing customer expectations will always result in increased competitive advantage through greater market share and profitability.

This training course provides participants with the essential tools and techniques for successful implementation of their supervision position.

In particular, at the end of this program, the participants will be able to:

• Understand what is meant by customer service.
• Analyze basic behavioral patterns of different customer personality profiles.
• Understand the impact that poor service has on repeat business.
• Consider the difference between the relationship and the transaction.
• Encourage colleagues to offer effective customer care.
• Show that ‘behavior breeds behavior’.
• Practice skills for dealing with customers and handling their complaints.
• Use assertiveness techniques to overcome difficult situations.
• Rectify customer complaints to ensure customer satisfaction.
• Design an action plan for achieving excellence in customer care and service.
• Recognize the value of satisfied customers.
• Be familiar with the process of how to identify, meet and exceed customers' needs and expectations.
• Understand and carry out the importance of continuously reviewing and improving customer service through managing customer relationship.
• Prepare an action plan to implement on return to work.

Suitable For

Anyone from front and back office employees who are involved in managing customer service and deal with their day to day issues in any organizational context. However the workshop is appropriate for senior employees with 8 years+ experience; team leaders, relationship managers; mid and high-level professionals; organization representatives; workshop managers; PR specialists and directors/business line managers entrusted with business sustainability and strategic planning.

Training Methodology

A highly interactive combination of lectures and discussion sessions will be managed to maximize the amount and quality of information and knowledge transfer. The sessions will start by raising the most relevant questions, and motivate everybody find the right answers. You will also be encouraged to raise your own questions and to share in the development of the right answers using your own analysis and experiences. Tests of multiple-choice type will be made available on daily basis to examine the effectiveness of delivering the course.

Very useful Course Materials will be given.

• 30% Lectures
• 30% Workshops and work presentation
• 20% Group Work & Practical Exercises
• 20% Videos & General Discussions

Course Content

Total Customer Service Excellence – An Overview

• Why Worry About Customer Service?
• Quality Customer Service
• Activity: Meeting The Challenge Of Total Customer Service
• What Is Customer Service?
• What Makes Good Or Bad Service?
• Customer Expectations
• How Organizations Can Adapt Towards Serving Their Customers Effectively?
• Measuring Customer Service
• The Customer Service Approach
• Customer-Focused Organizational Structure
• Every Complaint Is An Opportunity
• Summary: Total Customer Service

Communication and Handling Customer Complaints

• Customer Service Depends On You
• Customer Communication Approach
• Satisfied Customers Versus Dissatisfied Customers
• Having Positive Customer Attitude
• Why People Are Positive
• Customers Recall Experience
• Positive Customer Affirmations – Customer Mindset
• Communication To Improve Customer Service
• Key To Listening Effectiveness
• Communication On The Telephone
• Telephone Skills
• Understanding Social Behaviour And Styles To Improve Customer Service
• Customer Communication Process To Handle Complaints
• Managing Relation
• Managing Transaction
• Measuring Success
• Achieving Customer Delight – The Extra Mile
• Summary: Managing Challenge of Total Customer Service