- 07 Nov 2021 Online
Duration: 2-week online course | 2 hours per week
At the center of customer service excellence is the ability to provide what is needed and wanted by your customers. Customer service excellence can help your business thrive in many ways, like increasing sales; inspiring your customers to recommend your organization to others and comment and rate your company favorably; and it ultimately makes your customers even more likely to consistently repeat business with you.
In this course, you will not only learn what excellent customer service is but learn new, unique and amazing tools and frameworks, and how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers. Addressing the pitfalls that could lead to poor customer service, reducing customer service stress, and practices for maintaining positive customer service attitudes are also covered in the course.
You will learn how to create persuasive messages, ask thoughtful questions, engage in active listening, and choose the right medium (face-to-face conversation, video conference, phone call, or email) for your communication, to ultimately deliver customer excellence consistently.
Who Should Attend
This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take their careers to the next level, and guarantee satisfied customers that consistently give positive feedback. This course will cover both face-to-face and virtual, such as telephone, email and help desk.
It also works for anyone who works as a coordinator, supervisor or manager of a customer service department, as it presents several techniques and concepts for leading customer service teams. This course is perfect for entire departments looking to get a competitive edge to expand their teams’ capacities to create remarkable customer service experience.
Benefits of Attending
- The context for communication
- The components of communication (Listening, Speaking, Non-verbal, Written, and Visual)The meaning of customer service excellence
- The value of effective communication and cost of ineffective communication
- Best practice techniques for customer service
- Attentiveness in written communication to customers
Pam Jackson is an experienced consultant and corporate trainer, building enterprises in partnership with clients across the Middle East and Europe. Trained as an economist, she is an American living in Dubai with a remarkable history of consulting, coaching, and course leading for a wide range of people in diverse work environments, empowering effectiveness, collaboration, and high performance. In the last year, she has led more than 1,000 hours of coaching and training in communication and leadership.
With 15 years’ experience working for the United States Congress, she advised, taught, and counseled elected federal congressional officials and their staff on policy issues, legislative process, and management and human resource issues.
A dynamic and engaging speaker, she is trained to empower participants to learn, to be outspoken, and to be proactive in their lives through communicating effectively. Possessing a unique skill set as a keen and critical thinker, expert and courageous communicator, and disciplined administrator, Dr. Jackson can powerfully deliver training that makes a profound and lasting difference to course participants and their organizations.
She has earned her doctorate degree in organizational and behavioral economics and finance. Additionally, certified as a healthcare quality professional, she has delivered programming to health care professionals and exclusively to physicians as well as to the administrative and managerial staff of clinics and other healthcare facilities in the UAE. Program participants and clients report an experience of power and effectiveness, increased performance, and greater productivity.
Pricing excludes 5% VAT, which will be charged where applicable