course | Advanced Customer Service Excellence
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SMCS-1084 | Advanced Customer Service Excellence
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 3 Days | 2025-04-21 | 2025-04-23 | Abu Dhabi | $3,250 | Book now |
| 3 Days | 2025-07-28 | 2025-07-30 | Dubai | $3,250 | Book now |
| 3 Days | 2025-10-27 | 2025-10-29 | Dubai | $3,250 | Book now |
Course Introduction
Providing excellent customer service can offset the effect of higher prices by offering a better customer experience. Customer service professionals who are properly trained and demonstrate professional service skills, can significantly improve customer satisfaction and brand loyalty. This aids the business in retaining customers and increase profits. It costs less to retain loyal customers than to acquire new ones. This training course is designed to provide participants with the essential knowledge and critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles.
Course objective
- Gain a comprehensive understanding of the importance of setting and reviewing customer service standards.
- Have an in-depth understanding of internal and external customer expectations
- Design a social media plan to improve customer service support
- Effectively deal with difficult customers in a professional manner
- Apply time management techniques and set SMART goals to increase productivity
- Use customer service leadership skills in leading and motivating customer relationship team.
Course Outline | 01 Day One
Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Telephone Tips to Promote a Professional Image
- The Do’s and Don’ts of Written Communication
Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales?
- “Going the Extra Mile” to Promote Customer Service Excellence
- Using social media to enhance Customer Service
- Protecting your Organizations’ Online Reputation
Course Outline | 02 Day Two
Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Price Value Formula
- Negotiating across Cultures
Course Outline | 03 Day Three
Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
Progressing To Leadership
- Lead from Within Your Team
- Address Escalated Customer Issues
- Analyze Customer Service Metrics
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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