Importance of exceptional customer service

To get participants engaged, it is important to start out by getting them to understand the importance of providing exceptional customer service and what could happen to a company if poor customer service is delivered.

  • Group exercise to understand the definition of exceptional customer service
  • Understand the impact of word-of-mouth advertising
  • Understand why customers stop doing business with a company
  • Understand everyone’s role in customer service
  • Investigation activity to learn the financial impact of one lost customer
  • Understand what is in it for you
  • End of module quiz

Who your customers are and what they expect

  • Understand who your external and internal customers are
  • Learn what your customers expect from you with every interaction
  • Learn how internal customer service affects external customer service
  • End of module quiz

Measuring customer service (Optional and available for customized workshops only)

  • Understand techniques to measure customer service
  • Review of mystery calls (if conducted)

Attitude and exceptional customer service qualities

  • Learn what it takes to go above and beyond your customers’ expectations
  • Understand how taking ownership and personal accountability puts service over the top
  • Understand what qualities and learn the skills that are needed to provide exceptional service
  • Learn how to actively listen without interrupting
  • Learn how and when to apologize and empathize
  • Understand how exceptional customer service qualities affect 1st impressions
  • Let’s practice exercise (Available for customized workshops only)
  • Learn how good personal hygiene is important when dealing with face-to-face customers
  • End of module quiz
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Emirates International Institute

Emirates International Institute
The mission of Emirates International Institute is to uphold the vision of His Highness Late Sheikh Zayed Bin Sultan Al Nahyan Founder of UAE which was to provide quality education in Pakistan, which he considered as his second home.

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Course Features

  • Duration : 8 week
  • Max Students : 80
  • Assessments : Self
Price :
₨10,000.00

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