Developing Customer Services

Topic

• Index of Activities
• Trainer's Guidelines
• Program Guide
• Technologies and Tools Used

Training Day One

First Training Session (Success Starts Here: A Set of Essential Key Questions)

• Evaluation Test
• Discovering and Knowing Yourself: An Important Entry to Excellence in Service
• What Do You Know About the Characteristics of the Service You Provide
• How to Build a Customer Service Culture Within the Company
• Exceptional Customer Service
• Trainer's Model for Assessing Trainee Performance

Second Training Session (Nature of Customer Service: Great Services, Great Impressions)

• Ways to Welcome the Customer (Creating the First Impression)
• How to Show Interest in Customer Inquiries
• Effective Communication Skills with Customers (Listening Skills)
• Trainer's Model for Assessing Trainee Performance
• Workshop on the First Training Day
• Survey on the First Training Day

Training Day Two

First Training Session (Elements on Which the Success of Customer Service Depends)

• Elements of Customer Service
• Who is Responsible for Customer Service
• Importance of the Customer (Reviewer)
• Trainer's Model for Assessing Trainee Performance

Second Training Session (Determinants of Exceptional and Innovative Service)

• Key Skills of Customer Service and Customer Relations Employees
• Skills to Persuade the Customer to Buy
• Essential Qualities of the Service Provider in the Company
• Performance Indicators for Customer Service
• Trainer's Model for Assessing Trainee Performance
• Workshop on the Second Training Day
• Evaluation Test
• Survey on the Second Training Day

Training Day Three

First Training Session (Customer Relationship Management)

• Customer Relationship Management (CRM)
• Main Components of CRM Systems
• Existing Customer Relationship Systems
• The Dark Side of Customer Relationship Management
• Trainer's Model for Assessing Trainee Performance

Second Training Session (Customer Services in the UAE)

• Existing Customer Service Systems in the UAE
• Improving and Developing Customer Service Systems in the UAE
• Customer Service or Happiness Charter
• Recommendations for System Development
• Trainer's Model for Assessing Trainee Performance
• Workshop on the Third Training Day
• Evaluation Test
• Self-Assessment
• References