- 920018114
- Kingdom of Saudi Arabia - Riyadh - Makkah Al Mukarramah Branch Road, Al Olaya
Availability: In Stock
| general goal | This interactive course will focus on communication skills, Which in turn will create the basis for continuous development. In today’s business world, interpersonal skills are a necessity for career advancement as well as organizational effectiveness. This course will provide knowledge of the importance of providing outstanding service in a competitive work environment. With finding reliable strategies and good negotiation techniques to deal with some difficult clients in a professional manner. |
| subsidiary goals | o Review customer service standards
o Develop and understand the expectations of internal and external clients o Demonstrate how to deal with difficult customers in an effective manner o Set SMART goals and objectives to increase daily productivity o Take advantage of stress management techniques to reduce tension |
| Course themes | o Benefits of providing excellent customer service.
o Behaviors that exceed what the customer expects. o The importance of managing internal and external customer expectations. o First impressions: What does your customer see and hear? o Knowledge of the four types of customers. o How your organization communicates customer service messages. o Understand your customer’s non-verbal communications. o tips for building trust and intimacy, face to face or over the phone. o Develop your listening skills to enhance communications. o Using the questioning method to determine customer expectations and service requirements. o Tips for using the phone to enhance your professional image. o Methods of written communication. o the importance of customer complaints, And why should it be encouraged? o Strategies to help calm angry customers. o Managing emotions during stressful situations. o Enable employees to complete tasks. o Solicit feedback from clients and colleagues. o The art of give-and-take and feedback. o Negotiation beneficial to both parties.
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