The importance of understanding customer satisfaction and loyalty cannot be underestimated in a commercial environment where customers have more choice and less brand loyalty than ever before. The theme of this program is therefore to ensure a sharp focus on every aspect and to root out opportunities for marginal gains that will differentiate, surprise, delight and retain customers. Loyalty is a precious jewel and directly linked to profitability. Organizations say that they realize the cost of customer acquisition versus retention,…

An organization’s ability to respond to a crisis, especially in the critical first few hours or days, greatly affects the company’s reputation among employees, partners, customers and the general public. This two-day workshop, is designed to immerse you in the art of successful crisis communication management. Through a combination of theory and practical exercises you will have the opportunity to reflect on your own organization’s preparedness for handling emerging issues and potential crisis. The workshop will examine the impact that…

Customer Service in a medical setting has a unique set of challenges specific to providing first-rate healthcare and patient satisfaction. Unlike customer service interactions conducted in non-medical settings, those involving patients and their families are additionally stressful because of their reasons for needing medical attention. This customer service training program introduces participants to both the basics of customer service and the specifics of providing it in a healthcare setting. The course focuses on external customer care, teamwork and internal customers’…

Being able to deal with customer complaints when they arise is a key aspect of sustaining healthy relationships and so this course will introduce you to the entire effective complaint management journey. This three day, fast paced program will help you to understand why your customers complain, along with the real value of their complaints to your business. The course will explore many practical and proven methods of handling typical types of complaints and difficult customers in order to keep…

Customer service is more important now than it has ever been. Few organizations deliver excellent customer service and frontline staff are vital in maintaining and improving an organization’s reputation. This interactive program will raise individual’s confidence in dealing with angry and frustrated customers by understanding the use of positive communication techniques and the use of empathy rather than sympathy. The workshop will ensure that all participants develop skills and understanding of customer care that delivers excellence. By completing this course,…

Mystery shopping is an important tool in market research used by top companies in which undercover shoppers evaluate the product quality and more importantly the quality of customer service along with other elements of customer’s experience. Companies use this method to evaluate the competition and also improve their level of customer service. It provides the business with the likes and dislikes of a consumer, to enhance the employees’ awareness of the product and also the importance of customer service.

In today’s competitive environment, customers demand quality service. If you don’t provide them with the products and services they want, they simply go elsewhere. Therefore managing the delivery of quality services and enhancing the quality of client services form an essential basis of any successful business. This training program will provide participants with the strategies and techniques to monitor, adjust and optimize their business processes and identify possible points of weakness with the objective to improve the customer experience. Attendees…

Understanding your customer and how they interact with your business directly and indirectly is critical in driving improved value, repeat business and longevity of relationship. To deliver this and to be able to create a communication strategy which builds a conversation with your customers, this course will help participants to visualize current and planned customer journeys and the key touch points across different marketing channels. So, where do you start when looking at your business and the journey a customer…

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well-trained customer service professionals who have a passion and commitment for providing quality service. This program emphasizes the professional communication skills and actions that are necessary to create the foundation for continuous improvement. In today’s customer-orientated business environment, “people and service skills” are critical for organizational effectiveness and competiveness. The program stresses the importance of providing customer service excellence in a…

This three-day highly interactive program will introduce you to a number of practical strategies, tools and techniques to help you take on the client relationship management role with clarity and confidence. We will assist you to strengthen your existing client engagement skills and help you to identify areas for personal development and enhancement of approaches that you will be able to apply in order to improve your clients experience with you. Ultimately, attendance on this course will teach you how…

Customer service is increasingly becoming a vital business issue as organizations realize the benefits of an integrated, strategic customer service management system for providing effective customer support. Professionals working within customer-focused businesses, or those managing their organization’s Customer Service Function need to be kept informed about the latest techniques and experiences. From small customer service departments to large call centers, the importance of developing a valued relationship with customers using a strategic Customer Service Management System is an essential foundation…

The program will identify, highlight and quantify any gaps between current practice and target levels. Having identified gaps, participants will deliver robust understanding of how to achieve and exceed target levels for customer care and engagement. Through the focus on management and complaint handling practices attendees will also establish a framework for the strategic and tactical management of the customer journey whilst testing its weaknesses and opportunities to strengthen its ability to operate smoothly under pressure.

Customers in today’s world are more discerning, more demanding and better informed. Buyer behavior has also changed and along with it customer service expectations. What has not changed is the need to have customers come back to us time and time again. Providing outstanding customer service that makes the customer feel important and valued is so important to the organization’s long term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one.…

Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product/service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product/service doesn’t perform to their…

Do you impress your customers every time you interact with them? You must go beyond simply delivering your product, and develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations, exceeding them every single time.

This practical course focuses on delegates’ experience of dealing with difficult situations. It challenges the assumption that there is such a thing as a difficult customer and emphasizes the need to always create the right impression. If a difficult situation can be turned around the customer will become an advocate of your organization rather than a critic. The key part of the course is the learning of a number of techniques to be used when faced with difficult customers and…

This program will provide delegates with the opportunity to understand and apply the processes, practices and behaviors required to achieve the highest possible star rating within the UAE Star Rating Program. Participants will fully understand what is required and what it means for them and their organization. Generic principles will be converted into specific review and analysis of their organizational, functional and individual approach to customer service, highlighting gaps and opportunities to raise standards and embed new practices with a…

The program will allow participants to take an objective step back so they can reflect on their own attitudes and the practicalities of delivering outstanding customer care within a call center environment and at the same time, learn how to increase customer loyalty and retention. The course will enable delegates to trade in some of their old skills for new and at the same time, re-affirm and share those best practices with their peers, that support an ‘exceeding expectations’ culture.…