Course Introduction:
In today’s competitive markets, customer service determines the winners and losers. This course is tailored for delegates who want to improve relationships in their workplace.
It is also for those staff whose actions can have a significant impact on their bank’s/company’s reputation. It will help participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer’ needs and bench mark their service against their competitors.
Banks/Organizations need an understanding of their customer relationships in order to protect existing revenues and create new opportunities while minimizing costs
Who should attend:
Staff who have relationships with clients and whose actions can have a significant impact on their bank’s/company’s reputation. The level of staff expected are:
- Senior Managers and Managers in various departments
- Supervisors in various departments
- Public Relations officers
- Staff in customer service department
- Staff who discuss International business
- Operations staff that have contact with the public
- Other Officers
Training Outcomes:
By the end of the programme, delegates will be able to:
- use communication to improve business performance
- deal with a variety of situations using effective communication, assertive techniques and understanding of management applications
- use communications to build customers’ trust
- know how customer relationship management adds value and improves the quality of customer relationships
- enhance his customer service skills
- develop a customer service strategy that suits his bank/organisation
- manage customers’ expectations and also exceed them
- understand what causes customers to be demanding or difficult
- have a framework for saying “NO” constructively
- use different strategies to handle different types of difficult situations
- recognize the best way to manage responses, engaging the “professional brain”
- have a confident and professional telephone manner
- have a recognition of the significance of good and bad service on customers’ loyalty and your company’s reputation
Course Information:
| LOCATION | DATE |
|---|---|
| Dubai | 04 – 08 April |
| London | 06 – 10 June |
| London | 01 – 05 Aug |
| Dubai | 03 – 07 Oct |
| Dubai | 05 – 09 Dec |
