Excellence in Customer Service and Customer Happiness
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The vision of the institution and its relation to the customer
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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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The increasing importance of customer service
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Customer expectations
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Service management entrances
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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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Internal customers
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External customers
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Customer focused approach
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Accountability
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Continuous improvement
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Commitment
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Distinguished Service Institutions
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Characteristics of distinguished institutions in customer service
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Elements of quality performance appraisal
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Regulating service delivery
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Common mistakes in customer service
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Handling Service Errors
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Customer Care
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The objectives of the institution in dealing with customers
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Customer happiness
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Communication skills with clients
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Behavioral skills in dealing 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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Examples of organizations that excel in customer service
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Designing questionnaires to identify the trends of customers and service personnel
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Analyzing and evaluating the patterns of participants in dealing with customers and their service
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Practical case studies
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Continuous improvement
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