Two Days Training with International Certifications, Available for the Groups and for the companies also with the discounted Fees on English and Arabic Language courses, In-house or live and virtual Trainings.

Module One: Getting Started

• Workshop Objectives
• Pre-Assignment Review

Module Two: Who We Are and What We Do

• Who Are Customers?
• What Is Customer Service?
• Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Module Four: Identifying and Addressing Customer Needs

• Understanding the Customer’s Situation
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Module Five: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Module Six: In-Person Customer Service

• Dealing with At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Customer Service
• Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module Eight: Providing Electronic Customer Service

• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module Ten: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

• Ten Tips

Module Twelve: Wrapping Up

• Words from the Wise