Training Services

Professional Programs

Customer Service

Course Objectives:

  • Explain the importance of a customer service culture in a competitive environment.
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
  • Implement strategies for service recovery aimed at regaining customer loyalty.
  • Define the process of managing a customer complaint system.
  • Discuss and practice the techniques of effective communication skills with customers.

Course Content:

Costumer Services

  • Introduction to Customer Service
  • Service Dimensions
  • Addressing Customer Needs

A Profile of Different Customer Personalities

  • Difficult People and Difficult Behavior
  • Characteristics of Difficult People
  • Suggested Responses
  • 6 Personalities that Lead to Conflict and How to Deal with Them

Effective Communication with Customers

  • Definition of ‘Communication’
  • Communication Goals
  • Communication as a Critical Success Factor
  • Communication with Customers
  • Reading the Body Language of Customers
  • Characteristics of a Good Listener
  • Behaviors that Block Listening
  • How to Be an Active Listener

Components of Quality Service

Service Quality

  • Service Quality Gaps
  • The RATER Model
  • What Customers Pay Attention to
  • Dimensions of The RATER Model
  • Flying Over Customer Expectations
  • Establishing Service Quality Performance Standards
  • Customer Complaint System

Definition of  ‘Complaint’

  • Types of Complainants
  • Sources of Complaints
  • Why Most Customers Won’t Complain
  • Types of Complaints
  • Handling Complaints: The P.E.P.S.I Model

Inspiring Staff

  • Principles of Inspiring People (A.E.P.A. Philosophy)
  • Arousing Interest
  • Engaging Them
  • Practicing New Skills
  • Applying to Real World

Customers Loyalty

  • Principles of Success
  • Who Is a Loyal Customer
  • Strategies to Keep Customers Loyal
  • Reasons why Companies Lose Customers
  • Keys to Delivering “Exceptional Service”

Attaining Customer Satisfaction through Quality Measures

  • Customer Service Excellence
General Education Program
  • General English Program
  • Business English
  • IELTS Preparation
  • TOEFL preparation
  • TOEIC preparation
  • Arabic for Non-Native Speakers
Professional Programs
  • Office Administration
  • Customer Service
  • Finance
  • Human Resources
  • Soft Skills
  • Marketing
Professional Diploma
  • International Business Diploma
  • Hospitality & Culinary art Diploma
  • Excellence in Customer Service
  • Human Resource Management
  • Educational Leadership
  • Heathcare Administration
  • Entrepreneurship
  • Innovation Diploma
Engineering Courses
  • AccordiCivil Engineering courses
  • Computer Courses
  • Electricity/Electronics Courses
  • Mechanical and Industrial Engineering Courses
t

Interested in this program?

 

Contact us to learn more

Email: ConEd@aurak.ac.ae
Phone: + 971 7 2210 900

 

Customer Service

Course Objectives:

  • Explain the importance of a customer service culture in a competitive environment.
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
  • Implement strategies for service recovery aimed at regaining customer loyalty.
  • Define the process of managing a customer complaint system.
  • Discuss and practice the techniques of effective communication skills with customers.

Course Content:

Costumer Services

  • Introduction to Customer Service
  • Service Dimensions
  • Addressing Customer Needs

A Profile of Different Customer Personalities

  • Difficult People and Difficult Behavior
  • Characteristics of Difficult People
  • Suggested Responses
  • 6 Personalities that Lead to Conflict and How to Deal with Them

Effective Communication with Customers

  • Definition of ‘Communication’
  • Communication Goals
  • Communication as a Critical Success Factor
  • Communication with Customers
  • Reading the Body Language of Customers
  • Characteristics of a Good Listener
  • Behaviors that Block Listening
  • How to Be an Active Listener

Components of Quality Service

Service Quality

  • Service Quality Gaps
  • The RATER Model
  • What Customers Pay Attention to
  • Dimensions of The RATER Model
  • Flying Over Customer Expectations
  • Establishing Service Quality Performance Standards
  • Customer Complaint System

Definition of  ‘Complaint’

  • Types of Complainants
  • Sources of Complaints
  • Why Most Customers Won’t Complain
  • Types of Complaints
  • Handling Complaints: The P.E.P.S.I Model

Inspiring Staff

  • Principles of Inspiring People (A.E.P.A. Philosophy)
  • Arousing Interest
  • Engaging Them
  • Practicing New Skills
  • Applying to Real World

Customers Loyalty

  • Principles of Success
  • Who Is a Loyal Customer
  • Strategies to Keep Customers Loyal
  • Reasons why Companies Lose Customers
  • Keys to Delivering “Exceptional Service”

Attaining Customer Satisfaction through Quality Measures

  • Customer Service Excellence

Our Campus

American University of
Ras Al Khaimah Road,
Ras al Khaimah, UAE
PO Box: 10021

Contact Us

Tel. :  + 971 7 2210 900
Fax :  
+ 971 7 2210 300
Mail:  info@aurak.ac.ae
Admissions:  admissions@aurak.ac.ae

Tel. :  + 971 7 2210 900
Fax :  
+ 971 7 2210 300
Mail:  info@aurak.ac.ae
Admissions:  admissions@aurak.ac.ae

Follow AURAK on:

Facebook   Tweeter   Youtube   Google Scholar
Instagram   Linked in   Location