Professional Program
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Engineering Courses
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
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