Introduction to Understanding Customers

1. Interesting facts and figures
2. Maintaining customers
3. Developing and maintaining a customer base
4. PRIDE model for understanding customer needs
5. Elements of the service mix
6. Service quality model and service gaps
7. Managing customer expectations
8. Definition of "customer complaints"
9. The importance of complaints
10. Customer satisfaction and loyalty
11. Kano . model
12. The danger of ignoring complaints
13. Complaints stages
14. Complaint Handling: Process and Conduct
15. Sources of customer complaints
16. Handling customer complaints

Unit One (Day One)

1. The vision of the institution and its relation to the customer
2. Basic concepts in customer service
3. The concept of a service and how it differs from a commodity
4. The increasing importance of customer service
5. customer expectations
6. Service management entrances
7. Reasons for poor customer service
8. Statistics related to losing customers
9. Who is the customer and what are his expectations?
10. Internal customers
11. External customers
12. Customer focused approach
13. accountability
14. continuous improvement

Unit Two (Day Two)

1. Commitment
2. Distinguished Service Institutions
3. Characteristics of distinguished institutions in customer service
4. Elements of quality performance appraisal
5. Regulating service delivery
6. Common mistakes in customer service
7. Handling Service Errors
8. Customer Care
9. The objectives of the institution in dealing with customers
10. Customer happiness

Unit Three (Day Three)

1. Communication skills with clients
2. Behavioral skills in dealing with customers
3. Interpersonal skills
4. Review the resources and evaluate the plan

Unit Four (Fourth Day)

1. The art of communicating with clients
2. Dealing with different types of clients
3. General rules in dealing with customers
4. Handling customer complaints
5. Dealing with difficult types of clients
6. Principles of Distinguished Service
7. Finding successful and effective solutions
8. Examples of organizations that excel in customer service
9. Designing questionnaires to identify the trends of customers and service personnel
10. Analyzing and evaluating the patterns of participants in dealing with customers and their service
11. Practical case studies
12. continuous improvement

Unit Five (Fifth Day)

1. System standards and procedures for managing and handling complaints
2. Background on Complaint Management Standards
3. ISO 9001 model
4. ISO 9001 and Complaint Management Requirements
5. Basic Elements of a Complaint Management System
6. ISO 10002:2008 Complaint Handling Process Guidelines
7. Scope of the guidelines
8. Complaint Handling Policy
9. Responsibility and Authority
10. Higher Management
11. The management representative
12. The rest of the managers
13. Employees whose work requires communication with customers
14. The rest of the staff
15. Planning and Design
16. Objectives for handling complaints
17. Customer satisfaction, links and convenience
18. Supplier Requirements
19. Competency requirements
20. Operations and Communication
21. The basic elements
22. Receipt, registration and follow-up
23. Evaluation, Verification and Complaint Resolution
24. Maintenance and improvement
25. Management's point of view
26. Evaluation and monitoring of the complaints management system
27. Quotes about standards
28. Metrics, Standards and KPIs
29. Source of KPIs
30. Some key results areas of the organization
31. 'Good' KPI criteria
32. Complaint Analysis: Root Cause Analysis
33. Arrange problems in order of priority