Prerequisites

• Basic knowledge of the work environment.
• Prior experience dealing with customers is preferred.

Course Description

This course aims to equip participants with essential knowledge and skills in customer service by understanding modern concepts of quality and customer experience and applying them effectively in the workplace. The course focuses on building strong relationships that enhance customer loyalty, managing customer service processes efficiently, and developing communication and internal service skills, contributing to improved performance and sustainable customer satisfaction.

Course Objective

By the end of this course, participants will:
• Explain customer service concepts and link them to total quality management.
• Implement effective communication approaches that enhance customer loyalty and attract new customers.
• Identify customer issues and use professional questioning techniques to improve purchase decisions during service interactions.
• Improve internal and telephone communication and build trust through professional customer interactions.

Course Outline

• Customer service and quality concepts:
- Introduction to customer service concepts.
- Apply concepts in the workplace.
- Link customer service to total quality management.
- Design service models aligned with different work stages.
- Define the roles and responsibilities of customer service staff.

• Customer loyalty and experience:
- Build effective communication with existing customers.
- Acquire new customers and expand markets.
- Enhance loyalty through exceptional service.
- Apply ethical principles that exceed customer expectations.
- Use creative approaches to develop customer relationships.

• Customer service process management:
- Focus on customer service processes.
- Identify key customer issues.
- Understand customer needs accurately.
- Use questions to support purchase decisions.

• Internal service and communication skills:
- Analyze internal customer expectations.
- Apply best practices in internal customer service.
- Develop telephone and interpersonal communication skills.
- Build trust and maintain professional customer interactions.

Course Benefits

• A graduation certificate by Al Jazeera Media Institute.