Customer Service Art Course

Overall objective : To provide participants with the basic skills and technical methods to provide professional customer service, ensuring customer satisfaction and building strong relationships that benefit the organization.

Detailed objectives :

1. Understand the pivotal role of customer service in business success.
2. Identify different customer expectations and how to exceed them.
3. Develop effective oral and written communication skills with clients.
4. Handle inquiries and complaints efficiently and calmly.
5. Building a lasting positive customer impression.
6. Apply problem-solving principles in a customer service context.

Target audience : All employees who deal directly with customers in various sectors.

Number of days and hours : 2 days, 10 hours.

Training methods : practical workshops, role-playing of client scenarios, case studies, video presentations, and group discussions.

Assessment methods : performance assessment in role plays, analysis of case studies, short tests, and assessment of class participation.