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Customer Care Strategies

خلال شهر اغسطس بلندن ودبي والمغرب

17-21 اغسطس 2014



Module 1: Introduction to Customer Service

������ What Is Customer Service?
������ Developing a Customer-Centric Mindset
������ Who Are Your Customers?
������ Internal Customers
������ External Customers
������ When & Where Does Customer Service Take Place
������ The Need For Customer Service
������ Rewards
������ Penalties
������ What Does Customer Service Mean To You?
������ Unpleasant Experiences
������ Satisfying Experiences
������ Developing A Customer Friendly Attitude
������ Evaluation
������ Excitement is Contagious

Module 2: Customer Service: Communication Skills

������ Developing Effective Communication Skills
������ Presenting a Professional Image
������ Non-verbal Communication Skills
������ Body Language
������ Key Body Language Aspects
������ Physical Distance
������ Verbal Communication Skills
������ Choice of Words
������ Tone Of Voice
������ The Choice Of Words
������ May I
������ Please
������ Thank You
������ The Close
������ Being Positive
������ Tone Of Voice
������ Inflection
������ Energy
������ Volume
������ Pace



Module 3: Customer Analysis: Knowing your Customer

������ Knowing Your Customer
������ Customer Expectations
������ Assertive Working Style – Results-Oriented
������ Analytical – Details-Oriented
������ Amiable – People-Oriented
������ Dominant Behavioural Style
������ Determining Your Level of Service

Module 4: Calming Upset Customers

������ What Makes Customers Upset?
������ Avoiding Upsets
������ What Can You Do To Avoid Upsets?
������ 5 Key Steps to Calming Upset customers
������ Accurately identify the problem.
������ Confirm The Customer’s Value
������ Synchronize & Summarize
������ Conclude By Affirming The Customer’s Value Again
������ What To Do When You Are Upset.

Module 5: Telephone Customer Service

������ Mastering The Telephone
������ Answering The Telephone
������ A Professional Greeting
������ Active Listening
������ Putting Callers On Hold
������ Recommendations
������ Transferring A Call
������ Taking A Message
������ Voice Mail
������ Closing The Call

Module 6: Internet Customer Skills

������ The Internet Customer
������ E-Mail
������ E-mail Communication Guidelines
������ Online Chat
������ Internet Customer Skills
������ Scripted Responses
������ Introduction
������ Placing a Chat on Hold
������ Closing a Chat session
������ Websites
������ Knowledgebase
������ FAQ
������ Auto responders
������ Customer Online Support

Module 7: Time Management Strategies

������ Time Management
������ Taking Control Of Your Time
������ Time Analysis: Task Identification
������ Task Analysis
������ Personal Suitability
������ Efficiency
������ Task Analysis
������ Task Prioritization
������ Relative Importance
������ Time-frame
������ Time Wasters

Module 8: Stress Management Strategies

������ Stress Management
������ What is Stress?
������ What Causes Stress?
������ Stress Symptoms
������ What Can Be Done To Manage Or Even Eliminate
Stress?
������ Do Something That You Love
������ Don’t Feel Responsible To Solve Every Situation
������ Have A Hobby
������ Rest, Take That Vacation
������ Exercise
������ Be Organized
������ We All Make Mistakes
������ Be Positive
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