Course: Customer Service Professional

PR, Marketing & Customer Service Training Courses

By the end of the program, participants will be able to:

• Understand the importance of a customer service culture in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Define the process of managing a customer complaint system.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.

Program Outline

• Customer Service
  • Definitions and Concepts
• The Role of the Customer Service Executive
  • The Principles of Customer Service
• Principle Foundation of Superior Customer Service
  • Strong Relationship
  • Superior Service
  • Professional Behavior
• A Profile of Different Customer Personalities
  • Ways of Dealing with Them
• Managing a Customer Complaint System
  • Types of Customer Complaints
  • Handling Complaints: Process and Behavior
  • Complaint Management Standards
  • Elements of a Complaint Management System
• Attaining Customer Satisfaction through Quality Measures
  • Components of Quality Service
  • Elements of the RATER Model
• Strategies and Actions to Delight Your Customers
• Strategies for Service Recovery from a Major Crisis
  • Analyzing the Reasons for the Crisis
  • Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
• Developing a Customer Service Culture within Your Organization
  • The Mindset and the Toolset
  • Polishing Your Perception Points
  • Keeping Track of Service
• Effective Communication with Customers
  • Active Listening
  • Overcoming Barriers to Effective Communication with Customers

Media Management in Crisis Communications Protocol & Event Management (Professional Event Specialist) New Product Launch Using Marketing Communication: Proven Strategies and Techniques Beyond Customer Service: Building a Customer Centric Organisation Public Relations & Corporate Communications (Professional Public Relations Officer)

At European Quality Training and Management Consultancy, we provide high-quality training and consultancy services to develop future leaders. With a team of skilled experts, we tailor programs to meet the needs of public and private sectors, grounded in quality, ethics, and social responsibility. Our client focused approach ensures professionalism and sustainable outcomes.

European Quality Training and Management Consultancy FZE