Customer Satisfaction and Dealing with Customers ISO 10001
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Basic concepts in customer service
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The concept of a service and how it differs from a commodity
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Customer expectations and the growing importance of customer service
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Service management entrances and the reasons for poor customer service
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Statistics related to losing customers
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Who is the customer and what are his expectations?
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Customer focused approach
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Distinguished service institutions and their characteristics
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Elements of quality performance appraisal
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Regulating service delivery
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Common errors in customer service and their handling
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The objectives of the institution in dealing with customers
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Customer happiness and behavioral skills in communicating with customers
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Interpersonal skills
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Review the resources and evaluate the plan
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The art of communicating with clients
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Dealing with different types of clients
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General rules in dealing with customers
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Handling customer complaints
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Dealing with difficult types of clients
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Principles of Distinguished Service
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Finding successful and effective solutions
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Examples of organizations that excel in customer service
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