Customer Service Excellence Course

Overall objective : To enable participants to deliver exceptional customer service that exceeds customer expectations, leading to increased customer satisfaction, loyalty, and the organization's reputation.

Detailed objectives :

1. Understand the concept of excellent customer service and its importance in various sectors.
2. Identify customer expectations and needs and how to meet them.
3. Develop effective communication and active listening skills with clients.
4. Handle customer complaints professionally and turn challenges into opportunities.
5. Building positive, long-term relationships with clients.
6. Applying the principles of emotional intelligence in customer service interactions.

Target audience : All employees who deal directly with customers (sales, technical support, customer service), supervisors, and managers.

Number of days and hours : 3 days, 15 hours.

Training methods : Interactive workshops, role-playing to simulate customer service scenarios, case studies, educational video presentations, and group discussions.

Evaluation methods : Performance evaluation through role-playing, case study analysis, short tests, and an applied customer service project.