Customer Service Excellence & Mindset Training Diploma

A service mindset is an outlook that focuses on creating customer value, loyalty, and trust. A business with this outlook wants to go beyond simply providing a product or service. It wants to create a positive and indelible imprint in the customer's mind. To do this, a business must care about the customer experience and work continuously at enhancing it.
The service mindset starts with a vision of what you want your organisation to be known for. Maybe you want customers to talk about the knowledge of your customer service team or about how helpful your staff are. You must have a vision in mind for how you want your organisation to be perceived. With this as a blueprint, you can begin training your staff to execute this vision.

Upon completion of this course, the participants should be able to:

• To create awareness and change in developing a highly focused customer service mindset
• To create a positive attitude towards a customer focused environment
• To understand and recognize the correct etiquette within a customer focused environment
• To recognize the requirement for change
• To develop and enhance customer service skills drawing upon global best practice principles
• To develop customer focused communication skills
• To develop skills to manage challenge
• To promote positive team working and a commitment to creating a customer service culture of continuous improvement

UNDERSTANDING CUSTOMER SERVICE

• Why is customer service important?
• What is excellent customer service?
• What is our role?
• Who are our customers?

DEVELOPING A CUSTOMER SERVICE MINDSET

• Strategies for building a positive mindset
• Adjusting our own behaviors
• Attitude is the key to developing a positive mindset

ESTABLISHING THE CUSTOMERS’ NEED AND BUILDING CUSTOMER RELATIONSHIPS

• Effective questioning techniques for customer focussed teams
• Active listening skills
• Building rapport with customers

MANAGING CUSTOMER EXPECTATIONS

• What are your customers’ expectations?
• How are expectations formed?
• How to manage and set expectations
• How to adapt to different types of customers

COMMUNICATION SKILLS

• The benefits of good communication
• The impact of poor communication on customer service
• How to communicate effectively both verbally and non-verbally
• Ensuring we use the correct etiquette when talking with all customers

WHO ARE YOU LOOKING AT?

• Understanding the personal impact, we create
• Examine people’s self-perception and the perception others have of us
• Understanding body language in ourselves and others

MANAGING CUSTOMER’S BEHAVIOUR AND CHALLENGING SITUATIONS

• Understanding behavior
• Behavior breed’s behavior
• Assertive behavior techniques
• Managing conflict

TEAMWORK

• Definition of a team
• What makes a team effective?

Our training content and our delivery style are highly interactive and tremendously motivational. Emphasis is placed upon delegates learning ‘real skills’ through:

• Post-test
• The use of facilitation – to ensure interest and commitment
• Teamwork – to build internal team capacity
• Group exercises – to ensure mutual understanding and attitude
• Workshops – to ensure learning outcomes
• Exercises – to ensure learning outcomes
• Case Studies – of best in class organizations
• Games – to aid learning and create a fun environment
• Practice role-play – to build confidence and develop skills
• Videos – to aid learning and show examples

• Online course
• At the end of the program, the trainee receives a certificate of achievement from the IMC and a certificate from the Dubai Knowledge Authority KHDA

To register for this course, click below