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Excellent Customer Service

Description

This course is in Greek.

 

Course description:
One of the most difficult challenges in today's business environment is for an  organisation to remain competitive, taking into account the new technological advancements and requirements.

The purpose of the course is to teach participants new customer service techniques based on a customer-centric philosophy where excellent customer service is a lever to maintain satisfied customers. 

The course analyses how customer-facing techniques can be improved to fully satisfy the customer. Methods to attract customers to the business include marketing, selling techniques etc however it is the quality of customer service which is imprinted in their memory! 

Trainees will participate through active techniques such as role-playing, teamwork, brainstorming, questions-answers, exchanging ideas, learning.

 

The course is addressed to:

• professionals and executives of organisations which place importance on serving the customer
• sales executives/officers 
• customer service representatives
• cashiers
• waiters
• vendors
• retailers
• technical service representatives
• insurance providers
• lawyers
• marketing and Public Relations professionals
• financial investment advisors 
• other people who come in frequent contact with customers

 

Learning objectives:

• Create positive first impressions
• Understand and listen carefully to client needs
• Learn how to make the customer feel important and appreciated
• Create positive impressions when leaving the customer

 

This course can be offered in-house, customised to your business needs.

 

*Infocredit Professional Education division (IPE)  holds the right to postpone or cancell any seminar within a logical time frame near to the start date of the seminar, in the case whereas no adequate number of participants is registered i .e. less than 6 persons and/or in the case that out of the list of registered people are not included at least 4 employed people  ( as per HRDA guidelines). You can access  HRDA guidelines by clicking the link: https://bit.ly/2VSWgWU 

Topics

• Focusing on the customer 
• Current definition of a customer, customer categorisation & customer acquaintance
• Benefits of categorising customers
• Forming a relationship with the customer
• Types of customers

• Detecting and recording customer needs
• Identifying with customer needs
• Customer expectations
• Meeting expectations with new technology
• Good vs. bad service
• Passive vs. active service
• Quality service standards
• Friendly vs. formal approach

• Communication as part of customer service
• The communication game
• Types of communication: verbal and non-verbal
• Positive thinking when serving the customer
• Positive language when serving the customer
• The importance of active listening

  • Managing body language
  • Decoding a customer's body language

• How to listen effectively
• Common mistakes when listening to the customer
• Definition of effective listening

• How to manage customer complaints effectively
• Common mistakes in dealing with complaints
• Creating a positive experience from a complaint

• The importance of teamwork when communicating with customers
• Why being team-oriented increases demand
• How to increase teamwork

Summary

Region

Nicosia

Course dates

Jun 09 - Jun 11, 2020

Class hours

09:00 - 17:00

Subsidy

HRDA Approved

Training certificate

Human Resource Development Authority of Cyprus (HRDA)

Level

1

Mode of study

full-time

Method of instruction

classroom

Language

Greek

Educational material

printed

Laptop

not required

Payment

online

Course Instructors

Maimaris Michalis
Trainer

read more

Course Locations

Locations:

  • Semeli Hotel, Petraki Giallourou 10, 1077, Nicosia, Cyprus

For more info call us on:

+357 22398000

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