Customer Service Management
18 Dec 2019 9 am - 5 pm Novotel Hotel, Barsha, Sheikh
Zayed Road, Dubai, UAE
Customer Service
Management
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Customer Service Management
Course Information
Course Overview
Many organizations claim “The Customer is King” while referring to their employees as
internal customers ultimately creating a conundrum regarding who the real customer is.
Providing excellent customer service is a must and a key skill for high performing staff.
This workshop is designed to help you appreciate why external and internal customers are
both kings and queens and how without them – both – the organization will not endure. It
will also enable participants to revitalize their approach to customer service and put the
customer at the heart of their organization.
Course Objectives
By the end of the session, participants will be able to:
Importance of internal and external customer
Adopt a consistent, professional style when speaking with customers
Communicate effectively and genuinely with customers
Develop skills in engaging with customers and managing their queries efficiently
Identify ways to add value to customer relationships and exceed expectations
Turning customer service disappointment into a positive experience
Apply strategies to better deal with challenging customers
Who Should Attend
This course is beneficial for anyone who wants to improve their customer service
skills. It is highly recommended for people who directly interact with customers as
first point of contact.
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Customer Service Management 3
Course Outline
Identifying your Customers
Who are Your Customers?
Why do You Loose Customers?
How Lost Customers can Mean Lost Jobs
Needs and Expectations
Giving the Right Impression to your Customers
Initial Greeting – Giving the Right Impression
Talking to the Customers with Your Eyes
Breaking the Ice
Your Personal Appearance and Grooming
Calling People by Their Name
Listening with More Than Your Ears
Anticipating Their Needs
Complimenting Freely and Easily
Relationship-Building Strategies
Building Long-Term Relationships with Customers
Effective Communication:
o Using Your Voice
o Positive Body Language
o Knowing Which Words to Use and Why
Using the Resources Available to Create a Rapport with Your Customers
Service Delivery
How Effective is Your Customer Care?
How to Create ‘Customer Delight’
Planning Exceptional ‘Service Delivery’
Owning the Problem
Handling Difficult Situations
Dealing with Difficult People:
o Assertiveness
o Aggressive
o Passive/Submissive
Communication
The Importance of Communication
Importance of body language
Interpersonal Communication
Dealing with People
Giving and taking instructions effectively
Body language
Being assertive
Building Better Customer Relationships
Monitoring Staff Customer Relations
Evaluating and Dealing with Customer Complaints
Establishing Rapport with Customers
Maintaining Professional Relationships
Identifying Customer Requirements and How Best to Deal with Them
Rectifying Complaints
Ways to Improve Complaint Procedures
Increasing Customer Satisfaction
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9 am - 4 pm
Customer Service Management
18 Dec 2019 9 am - 5 pm Novotel Hotel, Barsha, Sheikh
Zayed Road, Dubai, UAE
Payment Terms
100% payment for seat confirmation
Payment Options
We accept payments via:
Cash
Cheque drawn in favor of ‘Eminent Educational Institute’
All major credit cards
Bank transfer with below details:
Account Name Eminent Educational Institute
Account # 019120006123
IBAN # AE130330000019120006123
Bank Name Mashreqbank PSC
Bank Address Muraqqabat Road, Dubai
Swift Code BOMLAEAD
Fees
No. of Standard Price Per Discount Per
Participants Participant (AED) Participant (AED)
1 1750 -
2 and above 1550 200
Above prices are inclusive of 5% VAT
What is included?
Certificate of Completion
Course Material
Lunch & Refreshments
Free Parking
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