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Beyond Customer Service: Service Quality and Excellence

Public Relations Customer Services Hospitality

Beyond Customer Service: Service Quality and Excellence

Date Venues Fees Book your seat
14 Jan - 18 Jan 2024 Kuala Lumpur $ 3300 Conducted Download Brochure
21 Jan - 25 Jan 2024 Dubai $ 2900 Conducted Download Brochure
28 Jan - 01 Feb 2024 Cairo $ 2900 Conducted Download Brochure
18 Feb - 22 Feb 2024 Kuala Lumpur $ 3300 Conducted Download Brochure
25 Feb - 29 Feb 2024 Bahrain $ 2900 Conducted Download Brochure
25 Feb - 29 Feb 2024 Dubai $ 2900 Conducted Download Brochure
03 Mar - 07 Mar 2024 Istanbul $ 3300 Conducted Download Brochure
03 Mar - 07 Mar 2024 Cairo $ 2900 Conducted Download Brochure
31 Mar - 04 Apr 2024 Bahrain $ 2900 Conducted Download Brochure
07 Apr - 11 Apr 2024 Istanbul $ 3300 Conducted Download Brochure
14 Jul - 18 Jul 2024 London $ 5500 Conducted Download Brochure
14 Jul - 18 Jul 2024 London $ 5500 Conducted Download Brochure
28 Jul - 01 Aug 2024 Salalah $ 2900 Conducted Download Brochure
25 Aug - 29 Aug 2024 Sharm El-Sheikh $ 2900 Conducted Download Brochure
15 Dec - 19 Dec 2024 Kuala Lumpur $ 3300 Conducted Download Brochure
15 Dec - 19 Dec 2024 Dubai $ 2900 Conducted Download Brochure
15 Dec - 19 Dec 2024 Istanbul $ 3300 Conducted Download Brochure
22 Dec - 26 Dec 2024 Bahrain $ 2900 Register Now Download Brochure
22 Dec - 26 Dec 2024 Cairo $ 2900 Register Now Download Brochure

Course Overview

Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation.

Course Objective

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult or demanding customers in a professional manner
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction

Who Should Attend?

  • Customer service representatives
  • Team supervisors
  • Department managers
  • Account managers
  • Field service representatives

 

Course Outline

The Building Blocks of a Customer Centric Organisation

Developing a Top-Down Customer-centric Culture

Responding to the Voice of the Customer

Measuring and Monitoring Customer Satisfaction

Leading the Way to Customer Service Excellence!

Training Methodology

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops
  • Games & Role plays

 

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