Course Content

Module 1: Customer service fundamentals          

                 -Customer service and customers
                 -Customer interaction
                 -Customer expectations

Module 2: Customer service skills
                 -Attitude and attention
                 -Quality of service
                 -Problem resolution

Module 3: Customer management
                 -Dissatisfied customers
                 -Angry customers
                 -Upset customers
                 -Stress in service situations

Module 4: Customer communication
                 -Communication fundamentals
                 -Interpersonal communication
                 -Telephone skills
                 -E-mail etiquette

Who should attend?

 Anyone whose job duties are or similar to the following:

• Support center analysts

• Help desk professionals

• Call center representatives

Course requirement

 Personal Computer – Microsoft PowerPoint – Screen – Speakers

Course Objectives 

ü      Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations.

ü      Develop customer service skills, provide quality customer service, and solve customer service problems.

ü      Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress

ü      Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages

Total Hours 24 hours

Course price L.E.359

1.Communication Skills

2.Business Writing Skills

3.Effective Presentation Skills

5.Sales & Marketing Skills

6.Business Problem Solving

7.Strategic Decision Making

8.Team Participation