Achieving Customer Care Excellence & Engagement

Upon completion of this program, participants will be able to:

• Understand the role of public relations and effective communication in achieving organizational objectives.
• Become familiar with the most important communication skills and effective communication techniques.
• Learn the foundations of customer service.
• Integrate public relations, communication, and customer service skills professionally.
• Understand how to deal with different types of clients.
• Learn how to display services professionally.

Course Content:

Day 1:

• Introduction to Customer Service and its Concept
• The Role of Employees in Customer Service Organizations
• Increasing Awareness of Problem Solving Steps and Tools
• Distinguishing Root Causes from Symptoms to Identify the Right Solution
• Improving Problem-Solving and Decision-Making Skills
• Enhancing Ability to Communicate in Collaborative Problem-Solving Processes
• Recognizing the Top Ten Rules of Good Decision-Making
• Goals of Customer Care
• Main Advantages and Disadvantages of Customer Care

Day 2:

• Customer Relationship Management (Hardcopy and Electronically)
• Types of Customers
• Developing a Professional Service Attitude
• Recognizing Service Delivery as an Individual Response Value
• Identifying Different Types of Customers
• Discussing and Explaining Customer Complaints
• Applying Techniques to Control Customer Service Interactions Smartly
• Demonstrating a Customer Service Mindset
• Defining Key Characteristics of Difficult Behaviors
• Dealing with Different Types and Patterns of Customers in Practice
• The 80/20 Rule and Customer Segmentation

Day 3:

• Digital Customer Service
• Evaluating Services Compared to Competitors
• Understanding Communication in High-Performing Teams
• Recognizing Communication in Teams vs. Communication as Teams
• Implementing the Flow Model for Working in Teams
• Practicing Team Collaboration and Self-Assessment
• Understanding Different Types of Customer Service Globally
• Trends in Customer Care for 2018

Methodology:

The course focuses on customer care using participatory approaches as much as possible. Various methodologies will be employed, including presentations, discussions, group work, video discussions, Q&A sessions, practical sessions (hands-on practice), and simulations.

Who Should Attend?

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

Duration:

3 Days