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Customer Service Excellence

Start Date:
10 Dec 2018
QAR 2700
Course Name: Customer Service Excellence
Course Description:
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.
This 2-day customer service training course offers the tools and techniques needed to provide excellent customer service support. Having a strong customer service team is important to any organization and it often plays a key role in client satisfaction and the building of a loyal customer base. This hands-on course goes into the fundamentals of customer service and transitions into more specific topics such as communicating via different mediums, and particularly the skills required in communicating remotely.
On completion of the course, participants will be able to:
  • Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization's customer base.
  • Focus on the customer so that the individual is motivated to return.
  • Handle complaints so that customers are satisfied.
  • Deliver excellent customer service on the telephone so that customers have a positive perception about your organization.
  • Cope with stress so that you maintain a healthy level of work-related stress.
  • Manage the customer's initial contact.
  • Address the customer's issues.
  • Close communications with the customer once all issues have been resolved
Target Audience:
New and existing employees seeking to enhance their customer service skills, both in-person or in a telephone or electronic-based role.
Course Structure
The course is conducted using a combination of lectures, discussions and practical workshop sessions.
Course Facts
Duration: 2 Days
Program Contents:
  1. Understanding Customer Service
    1. Describe Customer Service
    2. Identify Customer Expectations
    3. Commit Yourself to Providing Excellent Customer Service
  2. Focusing on the Customer
    1. Create a Positive First Impression
    2. Identify and Help Meet the Customer's Needs
    3. Create a Positive Last Impression
  3. Handling Complaints
    1. Make it Easy for Customers to Complain
    2. Resolve the Problem
    3. Cope with Upset and Difficult Customers
  4. Delivering Excellent Customer Service on the Telephone
    1. Answer the Telephone
    2. Project a Positive Image Using Your Voice
    3. Transfer Calls
    4. Take Meaningful Messages
  5. Coping With Stress
    1. Describe Stress
    2. Take Preventive Measures
    3. Overcome Stress
  6. Managing the Customer's Initial Contact
    1. Accept a Customer Contact
    2. Address a Customer's Emotional State
    3. Address Your Own Emotional State
  7. Addressing Customer Issues
    1. Assess Customer Issues
    2. Develop Solutions
    3. Negotiate to Reach a Solution
  8. Closing Communications
    1. Upsell Additional Products
    2. Conclude Customer Contact
    3. Follow Up
    4. Release Stress

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