Advanced Customer Service Mastery - Strategies for Exceptional Experiences Course
September01- September05/2024 : Dubai
Introduction
This course delves into advanced customer service strategies and techniques, focusing on improving customer interactions, handling difficult situations, and fostering a customer-centric culture within the organization. Participants will learn how to leverage emotional intelligence, effective communication, and problem-solving skills to exceed customer expectations and create lasting impressions. Through case studies, group discussions, and practical exercises, participants will develop and refine their customer service skills for maximum impact.
Objectives
Attending this IACT training course will give delegates an opportunity to:
Þ Implement advanced customer service strategies and techniques to exceed customer expectations.
Þ Leverage emotional intelligence and effective communication skills to create positive customer interactions.
Þ Address and resolve challenging customer service situations with confidence and professionalism.
Þ Employ creative problem-solving and decision-making skills to find customer-centric solutions.
Þ Foster a customer-centric culture within the organization, promoting continuous improvement and learning.
Þ Measure and evaluate the effectiveness of customer service initiatives and identify areas for improvement.
Who should attend this Course?
Þ This course is suitable for experienced customer service professionals, team leaders, and supervisors looking to enhance their customer service skills, as well as managers and professionals in customer-facing roles seeking to deliver exceptional customer experiences.
Course Methodology
The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.
Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.
This interactive training course includes the following training methodologies as a percentage of the total tuition hours:
- 30% Lectures, Concepts, Role Play
- 30% Workshops & Work Presentations, Techniques
- 20% Based on Case Studies & Practical Exercises
- 20% Videos, Software & General Discussions
Pre and Post Test
Outline
DAY 1:
Advanced Customer Service Strategies and Techniques
Þ Building on foundational customer service principles
Þ Proactive customer service approaches
Þ Personalizing customer interactions and experiences
Þ Developing customer loyalty and advocacy
Þ Utilizing technology and tools to enhance customer service
DAY 2:
Emotional Intelligence and Effective Communication
Þ Understanding emotional intelligence in customer service
Þ Active listening and empathy in customer interactions
Þ Adapting communication styles for diverse customer needs
Þ Developing rapport and trust with customers
Þ Utilizing nonverbal communication to create positive impressions
DAY 3 :
Vision, mission and strategy
Þ Mapping the external context and competitive environment
Þ Customer journey
Þ Customer needs, competitive analysis and benchmarking
Þ The Ten things to NEVER fail on
DAY 4 :
Internal strengths and weaknesses
Þ Leadership and emotional intelligence
Þ Building an effective people strategy
Þ Recruitment and development of teams
Þ Ways to Generate Ideas
DAY 5 :
Developing processes for an excellent customer experience
Þ Measures for success
Þ KPIs and balance scorecard
Þ Systems to communicate customer insights
Þ Creative Swiping
Þ Is Marketing Customer Care?
Fees:
The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:
4.250 USD$
Schedule:
08:30 – 10:15 First Session
10:15 – 10:30 Coffee Break
10:30 – 12:15 Second Session
12:15 – 12:30 Coffee Break
12:30 – 14:00 Third Session