About
Program Objectives
By the end of the program, participants will be able to:
- Analyze basic behavioral patterns of different customer personality profiles.
- Practice the skills for dealing with customers and handling their complaints.
- Understand the concept of service mindset and ways of developing it within their organization.
This Program is designed for
All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers. This program is worth 15 NASBA CPEs.
Program Outline
The Principles of Customer Service
Serving the Internal and External Customer
The Principle Foundation for Superior Customer Service
The Customer Service Mindset
A Profile of Different Customers Personalities
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Attaining Customer Satisfaction
Handling Customers Complaints
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.
