• اللغة العربية
Advanced Customer Oriented Services

An Intensive 5-day Training Course

Advanced Customer Oriented Services

An Integrated System

Training Course Objectives

By the end of this programme, delegates will be able to:

  • Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
  • Establish the importance of setting and reviewing customer service excellence standards
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with demanding or angry customers in a professional manner
  • List goal setting techniques and time management tips to increase productivity

Designed for

  • Customer Service Professionals
  • Administrators
  • HR & Training Professionals
  • Finance Professionals
  • Sales & Marketing Professionals
  • Public Relations Professionals

Learning Methods

This training course is highly-interactive and encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, and breakout sessions designed to reinforce new skills. The comprehensive course manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

  • Improved negotiation and conflict resolution skills
  • Improved active listening and questioning skills to enhance communication effectiveness
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Enhanced goal setting and time management skills to increase productivity
  • Renewed confidence in their abilities to work professionally with difficult or upset customers

Personal Impact

  • Increased revenue due to higher customer satisfaction
  • Improved professional public image with customer base
  • Reduced stress and lower turnover of customer service personnel
  • Improved intra/inter departmental communication
  • Increased customer retention and loyalty

The Course Outline

Day One: Factors that Build Customer Satisfaction and Loyalty
  • The importance of customer service
  • Managing customer expectations
  • Benchmarking good and bad customer service providers
  • Brainstorming ideas to enhance the customer experience
  • Customer touch points: Going the Extra Mile to deliver customer service excellence
  • Your attitude makes a difference
  • The importance of teamwork and cooperation
  • Teambuilding and leadership exercise
Day Two: The Voice of the Customer: Measuring and Monitoring Customer Satisfaction
  • The benefits of measuring and monitoring customer satisfaction
  • Common mistakes in measuring customer satisfaction
  • Best practices for measuring and monitoring customer satisfaction
  • Pillars of Customer-Focused Strategy
  • Developing active listening and questioning skills to uncover customer expectations and service requirements
  • Designing a customer satisfaction survey
  • Body language: How to read a person like a book
  • Personality profiling model
Day Three: Techniques for Handling Complaints and Working with Angry Customers
  • Best practices for recording and monitoring customer service issues
  • Empowering frontline employees to improve customer satisfaction
  • The supervisor‘s role in conflict resolution and service recovery
  • Strategies for managing emotions during stressful situations
  • Principles of persuasion: Negotiating win / win outcomes
  • The art of giving and receiving customer feedback
  • Service recovery techniques for working with difficult or angry customers
  • Customer complaint processing checklist
Day Four: Exceptional Customer Service: Taking Your Organisation from Good to Great!
  • Does your organisation’s mission / vision statement reflect a commitment to customer satisfaction?
  • Characteristics of customer-centric organisations
  • Overcoming communication barriers in the workplace
  • Serving internal and external customers
  • Your customer service is only as good as your worst employee
  • Customer service in the new era of social media
  • Customer service PR damage control
Day Five: Leading the Way to Superior Customer Service Satisfaction
  • Developing a Plan of Action
  • Setting SMART Objectives
  • Goal setting exercise
  • Most admired leadership traits
  • Time management tips to improve daily productivity
  • Stress management strategies for maintaining peak-performance
  • The importance of personal development for continuous improvement
  • Course review and assessment
Course Enquiry

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    How can I register for a training course?

    There are several convenient ways to register for our training programs:

    • Online: Explore our training calendar, choose the course that suits your needs, and click the “Register Now” button on the course details page.
    • Email: Share your details, including your name, organization, email address, and selected course, by sending an email to  [email protected]
    • Phone: Reach out to us directly at +971 4 273 3503, and our team will guide you through the registration process.

    When will I receive confirmation of my registration?

    Once your registration is successfully completed, you will receive a confirmation email within 24 hours. This email will contain your registration details, invoice, and the necessary joining instructions for the course.

    What does the training fee cover?

    The training fees include full access to the training venue, along with comprehensive training materials to enhance your learning experience. Additionally, participants will be provided with writing supplies and stationery. To ensure comfort and convenience, the fee also covers lunch and refreshing coffee breaks throughout the duration of the course.

    Where are your training courses held?

    Our training programs are hosted at luxurious five-star hotels in prestigious destinations across the globe. Some of our popular locations include Dubai, London, Kuala Lumpur, Amsterdam, New York, Paris, Vienna, and many other iconic cities.

    Can I request customized corporate training?

    Yes, we offer tailored corporate training solutions to meet your organization’s specific needs. Please contact us at [email protected] or call +971 4 273 3503 for more information.

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