This qualification will provide you with the underpinning knowledge required by employers to work in a range of different environments in a customer service role. You will develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.
Understanding Customer Service
What is Customer Service?
What is Customer Care?
Who is the Customer?
Barriers to Excellent Customer Service
Overcoming these Barriers
Identifying Customer Expectations
Customers Want Someone Who…
Customers Don’t Want Someone Who…
Customer Support Stats
Five Service Quality Factors
Providing Excellent Customer Service
Characteristics of an Exceptional Service Provider
Excellent Customer Service Mindset
Developing an Excellent Customer Service Strategy
Define the Current Situation
Define all Targets and Values
Implement Excellent Customer Service Strategy
Stay in Tune with Customers’ Changing Needs
Focusing on the Customer
Guidelines for Making Positive Impressions
Identify and Meet Customer Needs
Effective Listening Technique
Making a Positive Impression
Who Needs Follow-up?
Customer Service and the Telephone
Answer the Telephone
Using Your Voice
Showing You Are Listening
Procedure for Transferring Calls
Taking Meaningful Messages
Why Customers Don’t Complain
View Complaints as Opportunities
Five Forbidden Phrases
Guidelines for Dealing with Difficult Customers
Cope with Upset and Difficult Customers
Sources of Stress
Managing Your Reaction to Stress
Identifying Your Beliefs
Challenging Irrational Thoughts
Using Questions to Challenge Thinking
Take Preventive Measures
After this course you will be able to enroll to other NIIT courses mentioned in course categories
Our NIIT Qatar training specialists in Doha are experts in Business Communication, Management and Marketing industry with a minimum of 15 years real world experience backed with Masters Degrees and PHDs!