COURSE OVERVIEW

Course Description

80% of this course is hands-on practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. As markets shrink, companies are looking to boost customer satisfaction and keep their current customers, instead of spending additional resources to pursue new customers. In fact, since finding new customers can cost five to eight times as much as holding onto current customers, many companies increasingly understand the importance of achieving excellence in customer service. This course will equip participants with the necessary competence and "mindset" to consistently meet and, at every possible opportunity, exceed their customers expectations. It covers the managing service and excellence; the cycle of service and the customer driven person; managing effective customer relationships across all levels and types of customer service; meeting needs and considering all aspects related to quality and time of delivery, emphasizing aspects related to service communication; develop the ability to accurately analyze and handle customer complaints; and recognize the aspect of excellent record of integrity and business ethics.

TRAINING METHODOLOGY

This interactive training course includes the following training methodologies:

30 % Lectures
20 % Workshops & Work Presentations
20 % Case Studies & Practical Exercises
30 % Videos, Software & Simulators

In an unlikely event, the course instructor may modify the above training methodology for technical reasons.

VIRTUAL TRAINING (IF APPLICABLE)

If this course is delivered online as a Virtual Training, the following limitations will be applicable:

Certificates	:	Only soft copy certificates will be issued
Training Materials	:	Only soft copy materials will be issued
Training Methodology	:	80% theory, 20% practical
Training Program	:	4 hours per day, from 09:30 to 13:30