Customer Service Skills

About Course
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
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