CUSTOMER
EXCELLENCE COURSE

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

Who is a Customer?

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.

Probing

  • Benefits of Probing
  • Types of questions

Types of Customers

  • Loyal Customer
  • Need Based Customers
  • Wandering Customers
  • Discount Customers
  • Impulse Customers

Aggressive Customers

  • Tips to handle Aggressive Customers

Effective Communication

  • Tips for Effective Communication
  • Communication Barriers

First Impression

  • Creating a good First Impression

Telephone Etiquette

Identifying Queries, Concerns and Complaints

  • 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

Feedback

  • Benefits of Customer Feedback

Responding Appropriately

  • Customer Service Language – Do’s and Don’ts

Empathy

Rapport Building

Taking Ownership

Culture

Service NO

  • Golden Rules to say 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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  • Client Image

    I really enjoyed the training and felt so comfortable during that period.  The instructor’s style was very effective by explaining every subject and giving examples for each one. I really recommend my friends to come and participate in courses here
    • Zana Namiq
    • NADIA Training Alumni
  • Client Image

    Today I completed online Personality Development training conducted by Mr Tinu Thomas. The sessions were very informative, inspiring and interesting. He gave real life like examples which helped me understand the concepts clearly. My confidence level improved and I hope this course would help me pursue my future career in a better way. Thank you so much, Tinu.
    • GS Meera
    • NADIA Training Alumni
  • Client Image

    I just completed my training at Nadia with the trainer (Tinu Thomas). Tinu made the classes so interesting and he gave attention to each student. Classes were very informative. I will definitely recommend to my friends. 🙂 Mariska was so helpful throughout the course for any assistance. Thank you so much to team Nadia!
    • Sherin Kabeer
    • NADIA Training Alumni
  • Client Image

    I did my PHRM training with Mr. Tinu from Nadia and it was a fruitful learning experience for me. Mr. Tinu is a great trainer and he gives attention to each student in his class. He always ensures that each student understand every concept. I'm so glad that I chose Nadia and had the chance to learn from the best. Looking forward to do more professional trainings with Mr. Tinu.. Thank you Mr. Tinu and Nadia !!
    • Hashini K
    • NADIA Training Alumni

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