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Step by Step Customer Service Excellency Course

Who should attend

  • Cabin crew workers in the aviation field.
  • Anyone working in a customer-facing role, who wishes to improve their performance.
  • Employees at any level of any organization who deal directly with customers, whether internal or external, and who want to hone their communication skills in a supportive and professional environment to maximize customer satisfaction on the job.

Intended learning outcomes:

  • Learning that good customer service is the lifeblood of any business. As it is crucial for basic business success and retaining customers.
  • Explaining the importance of customer service in a competitive environment.
  • Defending the vital role internal customers play and showing that their satisfaction is key for the success of an organization.
  • Practicing the techniques of managing customer expectations and delighting customers.
  • Providing better, faster service, and increasing customer satisfaction.
  • Recognizing early signs of customer irritation and responding appropriately to quickly find a workable solution to the problem.

Objectives:

  • Deliver great customer service skills.
  • Add value to the company and the customer.
  • Develop excellent customer service skills.
  • Maintain success and an excellent image of an organization.
  • Guarantee a very high standard of employees’ performance.

Target competencies:

  • Customer orientation
  • Self-confidence
  • Personal accountability
  • Persuasion
  • Empathic outlook
  • Emotional control

Professional and Practical skills:

  • Design and run any customer journey easily

Units of studying:

  • Theoretical (20)
  • Practical (10)

Investment fees:

  • 3,500 LE

Course Content

Lect #.
Topic
Hrs #
Theoretical
Practical
1
Definition of customer Service
3
2
1
2
Customer service value
3
2
1
3
Customers’ needs
3
2
1
4
The protocol of customer satisfaction
3
2
1
5
Creating a favorable first impression
3
2
1
6
Tips for positive customer service attitude
3
2
1
7
Effective communication with customers
3
2
1
8
Listening skills
3
2
1
9
Vocal communication
3
2
1
10
Nonverbal communication
3
2
1
11
Customer-friendly language
3
2
1
12
Customer service techniques
3
2
1
13
Most common reasons for complaints
3
2
1
14
Identifying a complaint as a gif
3
2
1
15
Customer dissatisfaction and exist diagram
3
2
1
16
Negative reactions in handling complaint
3
2
1
17
Handling customers complaints process
3
2
1
18
Hostility curve
3
2
1
19
Telephone techniques
3
2
1
20
Customer types
3
2
1
21
The 10 commitments for customer contact
3
2
1
  • Lecturing & demonstrating
  • Active online learning
  • Practical learning (Research, article reviews, presentations…etc.,)
  • Self-explanation
  • Case study
  • Collaborating (classroom discussion, debriefing, classroom action research)
  • Projector √
  • Overhead slide √
  • Books
  • Video √
  • Audio cassette
  • Assessment schedule
  • Assessment #1
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