What Will You Learn?
- Main topic: Introduction to customer service and caring for them. It includes the following subtopics:
- 1/ The importance of customer service and ways to care for them
- 2/ Ways to attract customers, gain their trust and loyalty, and retain them in a competitive environment
- 3/ Providing after-sales services and their importance in keeping the customer in contact with you
- Main topic: Types of customers and includes the following subtopics:
- 1/ Internal client and external client
- 2/ Taking into account gender, age group, and culture when dealing with customers
- 3/ Customer personality types: assertive, hesitant, talkative, silent, and skeptical
- 4/ Knowing customers’ needs, expectations, and consumer behavior patterns
- The main topic: Communication and developing the relationship with customers. It includes the following sub-topics:
- 1/ Paying attention to the first impression of meeting or communicating with the client
- Main topic: Introduction to customer service and caring for them. It includes the following subtopics:
- 1/ Listening skills to the customer to understand his needs
- 2/ Verbal communication skills, choosing words, professional expressions, and tone of voice
- 3/ Non-verbal communication skills, knowledge of body language, facial expressions, eye contact, hand movements, and distance
- 4/ Written communication skills and choosing words and phrases professionally
- 5/ The importance of a professional appearance, good grooming, and the way one stands, sits, and speaks
- The main topic is customer care channels and providing service to them, and it includes the following subtopics:
- 1/ Providing the service directly inside or outside the headquarters and the skills and punctuality it requires
- 2/ Providing the service over the phone: taking into account the tone of voice, voice level, and speed of speech
- 3/ Providing the service via the Internet, emails, and social media applications
- 4/ Providing the service through any other channels
- The main topic is calming down upset customers and includes the following subtopics:
- 1/ Know the reasons for customer complaints and determine the reasons for their discomfort
- 2/ Ways to calm angry customers and do what you can to avoid their discomfort
- 3/ Managing psychological stress and ways to calm yourself down and control your anger
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