Training, Consultation & General services Company
  • (+20) 25215059 / (+2) 01118867769

  • Maadi, Cairo – Egypt
    1st Floor, 15 Road 256

  • Working Hours
    From 08:00 am to 16:00 pm

Effective Customer Service Management

Course Purposes

Excellent customer service is crucial for good business. In this program participants learn how to develop and maintain a positive attitude, show extra attentiveness to their customers, and use customer-friendly language. The workshop helps learners develop the skills needed to effectively relate to customers and exceed their expectations. They learn to differentiate between internal and external customers and make sure their customers are completely satisfied. In addition, they will learn how to effectively solve customers' problems and benefit from their complaints.

Course Objectives:

By the end of this course each attendee will be able to
  • Defining Good Customer Service
  • What Customer Service Skills do you Already Have?
  • Dealing with Difficult, Rude or Indifferent Customers
  • Achieving Real Excellence in Customer Service
  • Advanced Listening and Responding Skills
  • Make the Customers Point of View Work for you
  • Developing New Customer Relationships
  • Caring for Yourself as well as your Customers
  • Handling Complaints with Empathy and Efficiency
  • Gaining Confidence in your Customer Service Role

Course Contents

Understanding Customer Service
  •   Describing customer service
  •   Using the SERVE acronym to understand how customers evaluate service
  •   Identifying customer expectations
  •   Dimensions of quality customer service
  •   Dealing with internal and external customers
  •   Committing yourself to providing excellent customer service
Communicating with Customers
  •   Creating a positive first impression
  •   Developing customer service habits that help build rapport
  •   Effective verbal and nonverbal communication
  •   Identifying and helping meet the customer’s needs
  •   Creating a positive last impression
Customer Types
  •   Identifying different customer personalities
  •   Communicating with different personalities
  •   Responding to customer types
Handling Complaints
  •   Making it easy for customers to complain
  •   Six-step problem solving process
  •   Coping with upset and difficult customers
Delivering Excellent Customer Service on the Telephone
  •   Answering the telephone
  •   Projecting a positive image using your voice
  •  Managing different caller behaviors
  •   Telephone service skills inventory
Service Standards
  •   Creating effective service standards
  •   Establishing service standards
  •   Implementing standards

Course Recipients

This course is suited for
  • Newly hired customer service representatives
  • Experienced customer service representatives
  • Call coordinators and service dispatchers


2 Days

Methodology of teaching

Classroom lectures, Videos & Practical Training and Exercises


Core Certificate

Available DATE

Duration Start End
2 Days 2018-02-25 2018-02-27 Apply

2 Days 2018-04-01 2018-04-03 Apply

2 Days 2018-07-08 2018-07-10 Apply

2 Days 2018-09-23 2018-09-25 Apply

2 Days 2018-11-18 2018-11-20 Apply

2 Days 2018-12-16 2018-12-18 Apply

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