Training Institute in Dubai - Knowledge Point Training Institute Dubai UAE

The genesis of Knowledge Point Institute can be traced back to 1995 when the digital world was literally being taken by storm through unleashing of the potential of computers

Customer Service

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Customer Service

Customer service may seem easy but can turn out to be a very hard job. However, with proper training, you can ace it!

Course Objectives:
  • Identify ways to establish links between excellence in customer service and your business practices and policies.
  • Develop the skills and practices that are essential elements of a customer service
  • Recognize who the customers are and what they are looking for.
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
Course Topics
  • Use the basic concepts of Customer Service (CS) in customer interactions
  • Why Provide Excellent Customer Service – What are the Benefits to Our Customers, Our Organization and Me
  • What is Internal and External Customer Service and its Importance and Value to the Company
  • Address the human and the business needs of the customer
  • Disappoint, Deliver and Delight-the –Three Levels of Customer Service
  • Customer-centric communication – Assertive Communication
  • Understand the importance of “Listening” in a customer interaction
  • Communicate effectively with your customers by responding appropriately
  • Recognize opportunities and verbalize Empathy
  • Use probing skills intelligently
  • Exhibit Ownership
  • Customer Profiling
  • Customized Communication
  • Emotional Intelligence which dealing with a customer
  • 5 step process for handling challenging customers
  • Body Language Basics – The non-verbal advantage
  • Telephone Etiquette
  • Call Protocol
  • Principles of Telephone Etiquette
  • Vocal Skills – Intonation, Rate of Speech, Volume etc.
  • Handling Difficult Customers


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