WHO IS CUSTOMER EXCELLENCE COURSE FOR?
Good Customer Care is vital for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. In this training we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided.
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WHAT WILL I LEARN?
Introduction
- The Building Blocks for Ensuring A Customer Focused Organization
- Improving Internal Customer Service to Achieve Great External Customer Service
- Your commitment to Quality Service
What is Customer Service?
- Understanding the Needs & Expectations of your customers
- The three Levels of Customer Service
- Importance of Customer Service
- Competition in Customer Service.
Types of Customers
- Loyal Customer
- Need Based Customers
- Wandering Customers
- Discount Customers
- Impulse Customers
- Introduction
- Who is a Customer?
- What is Customer Service?
- Probing
- Types of Customers
- Aggressive Customers
- Effective Communication
- First Impression
- Telephone Etiquette
- Identifying Queries, Concerns and Complaints
- Feedback
- Responding Appropriately
- Empathy
- Rapport Building
- Taking Ownership
- Culture
- Service NO
- Going the Extra Mile – ‘The Unforgettable ‘Wow!’ Factor’
- Activities
- The Building Blocks for Ensuring A Customer Focused Organization
- Improving Internal Customer Service to Achieve Great External Customer Service
- Your commitment to Quality Service
- Understanding the Needs & Expectations of your customers
- The three Levels of Customer Service
- Importance of Customer Service
- Competition in Customer Service
- Benefits of Probing
- Types of questions
- Loyal Customer
- Need Based Customers
- Wandering Customers
- Discount Customers
- Impulse Customers
- Tips to handle Aggressive Customers
- Tips for Effective Communication
- Communication Barriers
- Creating a good First Impression
- Why Do People Complain?
- The Benefits Of Complaints
- How To Handle A Complaint – Wearing Your Customer Service Armor
- Having A Positive Attitude In Dealing With Complaints
- Benefits of Customer Feedback
- Customer Service Language – Do’s and Don’ts
- Golden Rules to say NO
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Frequently Asked Questions
This course is a live online course that you can attend from the comfort of anywhere in the world. When you sign up you can see the exact timings in the schedule above. During the session, you will see the instructor live, and will be able to ask any questions you have.
If you miss a session, you will be able to watch a recording of what you missed. However, if you miss more than 2 sessions, you may not be eligible for the final course certification.
Upon completion of this course, you will receive a NADIA Training Institute Certification (certified by the Dubai Government KHDA authority).
Although we cannot guarantee employment, several of our graduates have gotten jobs immediately after graduation. By joining this course with NADIA Training Institute, you’ll be joining an active alumni network with exclusive access to NADIA’s job portal as well as recruitment and career support.
If you have any other questions, please reach out to us at training@nadia-training.com