Marketing Strategies and Plans
What Will I Benefit?
You will be able to acquire skills and knowledge that enable you to provide a distinguished service.
Course Objectives
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At the end of this course, the participants should be able to:
- Learn about the concept of the customer and its importance
- Define the concept of distinguished service and its importance to the organization
- Learn about the distinguished service requirements
- Effectively deal with customer complaints
Target Audience
Sales and marketing personnel, managers, supervisors and administrators who deal with clients.
Course Outline
5
5
Topics
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Customers and their importance
- Customer concept
- Customer concept
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Service excellence concepts and importance
- Service excellence concepts
- Service excellence characteristics
- Service excellence criteria
- Service excellence justifications and its importance
- International and local customer service certificates and awards.
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Service excellence requirements
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First: Management role:
- Create Excellence Services Strategies
- Establishment of service excellence mindset and culture
- Developing policies and work procedures.
- Developing work environment
- Staying Customer focused
- Product or/and Services Excellence
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Second: Employee Role
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Gaining Compulsory Skills:
- Excellence Performance Skills
- Communication Skills with Customers
- Skills of Fulfilling customers' needs and desires
- Skills of forming positive first impression
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Gaining Compulsory Skills:
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Important Characteristics
- Self-confidence
- Managing the dialogue with customers according to their levels
- Empathy with customers
- Honesty and integrity
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Handling customer complaints and suggestions
- Customer complaints concept
- Its importance
- Major Reasons of customers complaints
- Management and Employee role towards customer feedback and complaints
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Dealing with the negative Customer Behavior to achieve excellence in services
- The behavior: Aggressive/ Transcendent/ Cynical/ Opposer /Arrogant/ Nagger and Angry
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Development and Continuous Change to achieve Excellence Services
- Importance of continuity Development and Change for Excellence Services
5
5
Target Competencies
- Outstanding service
- Continuous development and improvement
- Creative Thinking
- Self-confidence
5
5
Course Methodology
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This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:
- Practical, relevant case studies
- Group activities and workshops
- Related role plays
- Experiential learning
- Brainstorming
- Stimulating mental activities
- Engaging team competitions
- Suitable training Videos
- Presentations
- Self–assessments
- Learning with Simulations and Games
Excellence in Customer Service
6600 SAR
5 Days
Course Dates & Locations
*Prices do not include value added tax.
For more information, do not hesitate to contact us
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