About
Program Objectives
By the end of the program, participants will be able to:
- Understand the importance of a customer service culture in a competitive environment.
- Practice the techniques of managing customer expectations and delighting customers.
- Define the process of managing a customer complaint system.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
Program Outline
Customer Service
The Role of the Customer Service Executive
Principle Foundation of Superior Customer Service
A Profile of Different Customer Personalities
Managing a Customer Complaint System
Attaining Customer Satisfaction through Quality Measures
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Managing Customer Expectations
Strategies for Service Recovery from a Major Crisis
Developing a Customer Service Culture within Your Organization
Effective Communication with Customers
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Training Methodology
Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:
- Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
- Making scientific evaluation to the trainee (before and after)
- Brainstorming and role-playing
- Using case studies related to the scientific material being delivered and the trainees` work.
- The participants get the scientific and practical material printed and on CDs and Flash memories.
- Preparing records and reports of the participants` attendance and results, with a general evaluation of the training program.
- A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
- After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
- Our training programs start at 9:00 o`clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
