This program is based on interaction, participation, and the exchange of experiences between participants and the trainer through daily training workshops and group exercises. It utilizes models and tools that make the training a comprehensive process, ensuring that by the end of the program, the trainee is well-versed in the fundamentals and arts of etiquette and international protocol in organizations.
Customer service representatives, technical staff, support employees, field customer service representatives, account managers, specialized credit officers, as well as managers who seek customer service training to enhance their skills and train their teams.
Customer Care:
- Basic needs of customers.
- Organizational goals in dealing with customers.
- Steps for quality customer service.
- Customer care and attention.
- Customer happiness.
- Communication skills with customers.
- Verbal communication skills (conversation, listening, persuasion).
- Written communication skills (external letters, internal memos, emails, faxes).
- Non-verbal communication skills (body language).
Behavioral Skills in Customer Interaction:
- Personality theories.
- Brain hemispheres.
- Emotional intelligence.
- Skills of an exceptional receptionist.
Human Interaction Skills:
- Ego states (Parent, Adult, Child).
- Characteristics of the three ego states.
- Types of human transactions (complementary, crossed, ulterior).
Dealing with Different Customer Types:
- General rules for dealing with customers.
- Handling customer complaints.
- Dealing with difficult customer types.
Principles of Outstanding Service:
- Listening, understanding, and responding to customers.
- Defining exceptional service and developing its strategy.
- Setting service standards and measuring performance.
- Selecting, training, and empowering employees.
- Recognizing and rewarding achievements.
- Discovering the True Secrets of Excellence in Customer Service
- Building the Ability to Evaluate Outstanding Service Levels in Any Sector
- Practicing Service Delivery Skills According to the Theatrical Presentation Theory
- Enhancing Service Providers' Communication Skills with Customers
- The Art of Defusing Customer Anger and Turning Problems into Loyalty Opportunities
- Applying Customer Service Skills Over the Phone and Its Secrets
- Understanding the Nature of Customer Complaints and Reducing Barriers That Prevent Customers from Complaining
- The Art of Creating Lifetime Customers
- High-Quality Scientific Content, Both in Form and Substance, Designed Elegantly
- Top-Level Trainers
- Advanced Training Tools
- A Team Trained to Ensure Complete Comfort for Trainees
- Training Rooms Equipped with All Necessary Facilities
- Ability to Design Training Programs According to the Strategies of the Client Companies
At Creative Sources for Training (CS), we strive to apply the highest quality standards to achieve the desired goals through:
- Conducting pre- and post-tests to determine the added value of the program.
- Relying on workshops and enhancing interaction between the trainer and participants, as well as among the participants themselves.
- Utilizing the latest training methods and interactive tools applied globally.
- Sharing the experiences of organizations that have implemented and achieved great success.
- Preparing and developing training materials by specialists and practitioners of similar projects, presented in an elegant manner.
- Focusing on implementing the project in a distinguished training environment that suits the nature of the program, at a premium hotel.
- Conducting courses with a maximum of 20 participants per program.
- Providing detailed reports on each training program, covering aspects such as attendance, participation, assignments, test results, and more.