Customer Service Excellence
Successful customer service organizations take a distinctively broad view of the customer experience and develop their capabilities to please customers. This training program focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organizational levels.
Course Objectives
After this customer service training course, delegates will be able to:
• Recognize what 'customer service excellence' really means - to you and your customers
• Understand the logic behind spending more on valuable customers, rather than "one-size-fits-all" marketing
• Understand and shape the role of each employee in the customer value chain
• Identify 'best practices' in managing different customer situations, including complaints
• Motivate and maintain morale in front-line customer service staff and teams
• Integrate all aspects of your organization to manage and exceed customer expectations
• Develop, motivate, and inspire customer-value staff to deliver high quality consistently
• Measure and assess how well customer service standards and objectives are being achieved
• Overcome internal communication barriers
• Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards
This training will highlight:
• Key Customer Service Components that Develop Brand Loyalty
• Utilize Body Language, Active Listening, and Questioning Skills as Vital Communication Tools
• Develop a Customer-focused Mindset and SMART Goals for Continuous Improvement
• Service Recovery Strategies to Promote Customer Retention
Personal Impact
After attending this training course, you will acquire:
• An appreciation for the importance of customer service excellence
• Enhanced leadership and communication skills
• Increased confidence to work professionally with difficult or upset customers
• The insight to adjust your temperament style to become more versatile, adaptable and highly successful
• Improved time management and goal-setting skills to increase productivity
Who Should Attend?
This training course is suitable to a wide range of professionals but will greatly benefit:
• Frontline Customer Service Representatives (CSR)
• Team Supervisors
• Department Managers
• Account Managers
• Field Service Representatives
Nabil is a Training and Development Leader with extensive experience working with all organizational levels creating, promoting, and delivering training solutions designed to support the organization’s business plan. Nabil is passionate about creating an interactive and enjoyable business environment that supports learning. Nabil’s professional experience includes 30 years of business & management experience in the pharmaceutical industry. Throughout his professional career in the pharmaceutical industry, Nabil worked in sales, Marketing, Medical, and training for both national and international pharmaceutical companies.
Most recently, Nabil was the Group training and development Director. There he set the strategic training direction for 950 employees. Training Department “from the ground up” leading functions such as budgeting, staffing, needs assessment, curriculum, design, and planning. Prior to this role, Nabil served at several organizations designing and delivering successful programs in management development, team building, diversity, communications, customer service, sales, change management, performance management as well as many other topics. His work has always focused on meeting the strategic needs of the organization.
Nabil's outstanding strengths include leadership, communication, facilitation, and influencing.
His successful initiatives include:
• Created and implemented a global communication and training plan for a major change process
• Led the Training Advisory Team to determine business needs and develop creative training solutions
• Created, conducted, and following-up on an employee climate survey
• Facilitated cross-functional project teams
• Led a team to create the organization’s vision and mission statements
• Developed internal and external service standards
• Led a team to create a career path planning process
• Created, implemented, and led an employee reward program
• Planned and conducted employee events
Nabil's approach is hands-on and objective and focuses on what participants need to know. His enthusiastic and interactive style maximizes participation and achieves results through positive involvement. Nabil's style together with his interpersonal skills enables participants to enjoy themselves whilst learning, thereby maximizing benefits for both employer and employee.
