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Understanding the concept of service and its importance

Defining service and its importance in achieving brand distinction.

Understanding the impact of service on customer satisfaction and loyalty.

Customer Needs Analysis

Using methods and tools to understand and analyze customer needs and expectations.

Techniques for gathering information from feedback, satisfaction surveys, and strategic data.

Service Design and Improvement

Develop strategies to design and improve service quality.

Using methods such as workflow analysis and customer experience maps.

Developing Customer Communication Skills

Training in effective communication skills and active listening.

Understand non-verbal communication methods and use them in interacting with customers.

Complaints Management and Problem Resolution

Learn how to handle complaints effectively and build trust with customers.

Use problem-solving techniques to resolve issues and improve the customer experience.

Building Relationships with Customers

Understand the importance of building trust and loyalty with customers.

Develop strategies to build strong and sustainable relationships with customers.

Measuring Customer Satisfaction and Evaluating Performance

Using performance indicators such as satisfaction and loyalty rates to measure service performance.

Analyzing data and using it to make improvement decisions.

Service Excellence Application

Promoting a culture of service excellence within the organization.

Developing strategies to achieve excellence and superiority in customer service.

Training on skills for dealing with difficult customers

Learn how to deal with angry or difficult customers in a professional and effective manner.

Develop skills to calm and resolve conflicts between customers.

Practical Application and Case Studies

Applying acquired concepts and skills to real-life scenarios.

Studying successful cases of companies that excelled in customer service and extracting lessons learned.

Certificate

Upon full attendance of this training course, participants will receive an accredited certificate issued by Al Manhal Institute, which is licensed by the Abu Dhabi Center for Technical and Vocational Education and Training. This certificate is regionally recognized, providing holders with a competitive advantage both within their organizations and when seeking new career opportunities.

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Managing Excellence in Service Quality and Customer Service Skills

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Contents

Understanding the concept of service and its importance

Customer Needs Analysis

Service Design and Improvement

Developing Customer Communication Skills

Complaints Management and Problem Resolution

Building Relationships with Customers

Measuring Customer Satisfaction and Evaluating Performance

Service Excellence Application

Training on skills for dealing with difficult customers

Practical Application and Case Studies

Certificate

Certificate

Extra Options

Understanding the concept of service and its importance

Customer Needs Analysis

Service Design and Improvement

Developing Customer Communication Skills

Complaints Management and Problem Resolution

Building Relationships with Customers

Measuring Customer Satisfaction and Evaluating Performance

Service Excellence Application

Training on skills for dealing with difficult customers

Practical Application and Case Studies