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In House
Training Program
Led by Customer Care (Customer for Life): Ø
For More Information About This Program Ø
INTRODUCTION: Customer service is now recognized as
a key area in business performance. The customer has become more demanding and
goods and services can no longer compete merely on the basis of price. The
way that an organization approaches and treats its customers is crucial to
its success. Customer service is not just about a
smiling face from front line staff, but about delivering the goods,
demonstrating integrity and reliability and exceeding customer expectations. This short course gives all
participants an introduction to the skills required for good customer care.
The course helps you to explore and develop communication skills to create an
excellent "first impression", to your customers. Ø
COURSE
AIMS: The course is designed to enhance
personal confidence when responding to customer needs. It also aims to develop interpersonal
skills when dealing with internal and external customers. Ø
WHO
SHOULD ATTEND Anyone employed within the public or
private sector industries wishing to improve their interpersonal and customer
care skills should attend. Among the companies most likely to benefit are: Airlines, business to business
products and sservices, financial services, consumer product and services,
health care, retail, travel and hospitality, government agency, public transportation,
manufacturing, insurance companies, and others Ø
BENEFITS
OF ATTENDING By the end of the workshop,
participants will be able to: ·
Explain
the benefits of good customer care. ·
Identify
who their external and internal customers are. ·
Understand
how needs and expectations affect customer satisfaction. ·
Use
effective communication skills when dealing with customers. ·
Choose
the right staff to deal with customers. ·
Identify
areas for improvement within their own working environment. ·
Effectively
handle difficult customers. ·
Effectively
meet client expectations. Ø
PROGRAM
CONTENT ·
Introduction
to marketing. ·
Relationship
marketing. ·
Database
marketing. ·
Internal
and external customers. ·
Core
and current customers. ·
The
concept of a customer portfolio. ·
The
principles of a customer- focused environment. ·
Understanding
customer expectations and needs. ·
Developing
a professional approach. ·
The
interpersonal skills of good customer service. ·
Learning
the most appropriate behavior in different situations. ·
Projecting
the right attitude, approach and appearance. ·
Dealing
with complaints and difficult situations confidently and efficiently. ·
Hiring,
selecting, training and motivating your staff. ·
Maintaining
reliable customer service. ·
Communicating
with customers. ·
Developing
good relationships with customers. ·
Solving
problems on behalf of customers. ·
Initiating
and evaluating change to improve service to customers. ·
Using
the Internet to improve customer services. ·
Other
topics. For
more information about this program please contact the business development unit: Mr. Hani
M. S. Al-Kadi P. O. Box 146, Dhahran, 31261 Saudi Arabia Mobil: (966) 504 9876 25 Tel: (966) 3
860-1401 Fax: (966) 3 860-1149 E-Mail: alkadi@kfupm.edu.sa _____________________________________________________________________________ Designed & Developed by Hani M. S. Al-Kadi Business Development Unit |
