Customer Service Excellence

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  1. Course Overview
  2. Course Topics
  3. Course Objectives

This course provides an overview of customer service in business and examines why and how businesses should build and maintain relationships with customers, including how to determine and meet customer needs, effective customer communications and how to analyse and capitalise on customer feedback.

The intended audience for this course is front office, back office and call centre staff, as well as any staff fulfilling a client-facing role.

  • An overview of customer service
  • Goals and objectives of good customer service
  • Customer relations
  • Strategies for customer retention and satisfaction
  • Customer behaviour
  • Identifying needs of customers
  • Providing proactive customer service
  • Using feedback to improve customer service
  • Team building and leadership in customer service
  • Strategies for conflict resolution

On completion of the course, you should be able to:

  • Define customer service and describe the role and tasks of the customer service department
  • List methods of customer service and describe how to serve diverse and multicultural customers
  • Explain the importance of effective communication and barriers to effective customer service
  • Describe customer service goals and explain how customer service managers set goals
  • Describe customer satisfaction and retention strategies
  • Explain how good customer service can build customer loyalty
  • Identify customer needs
  • Provide proactive customer service describe how it can be used to add value
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Call us on +971 2 643 7720 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for course dates and registration options

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