Course Details
When
Start: Wed 24 July 2019
End: Thu 25 July 2019
Where
Time Oak HotelAbdulla Omran Tayram St
Al Thanyah 1
Tecom - Dubai
United Arab Emirates
Related Courses
- Selling Skills For Hospitality Sector - Mon 08 July 19 - Tue 09 July 19 - 9:00 am - 5:00 pm
- Foundation of Sales - Sun 14 July 19 - Mon 15 July 19 - 9:00 am - 5:00 pm
- Customer Service Excellence - Wed 24 July 19 - Thu 25 July 19 - 9:00 am - 5:00 pm
- Advanced Presentation Skills - Sun 28 July 19 - Mon 29 July 19 - 9:00 am - 5:00 pm
- Advanced Selling Skills - Tue 30 July 19 - Wed 31 July 19 - 9:00 am - 5:00 pm
- Sales for Non-Salespeople - Wed 21 August 19 - Thu 22 August 19 - 9:00 am - 5:00 pm
- Time & Stress Management - Wed 28 August 19 - Thu 29 August 19 - 9:00 am - 5:00 pm
- Advanced Negotiation Skills - Sun 01 September 19 - 9:00 am - 5:00 pm
- Writing Winning Tenders - Mon 02 September 19 - Tue 03 September 19 - 9:00 am - 5:00 pm
- Advanced Selling Skills - Wed 11 September 19 - Thu 12 September 19 - 9:00 am - 5:00 pm
- Impactful Presentation Skills - Tue 08 October 19 - Thu 10 October 19 - 9:00 am - 5:00 pm
- The Art of Negotiation - Wed 23 October 19 - Thu 24 October 19 - 9:00 am - 5:00 pm
- Maximising Key Accounts - Sun 17 November 19 - Tue 19 November 19 - 9:00 am - 5:00 pm
- Effective Sales Management - Mon 18 November 19 - 9:00 am - 5:00 pm
- Managing Key Accounts - Mon 09 December 19 - Tue 10 December 19 - 9:00 am - 5:00 pm
Customer Service Excellence
As competition in the region continues to grow unabated, price and quality no longer assures the deal. Worse still, customers who do not receive quality service levels are turning their backs on companies in droves and telling their friends about it!
Organisations must therefore add value to the experience everywhere they can in order to differentiate themselves from the competition. Delivering great customer service is a highly effective method of achieving this whilst being relatively simple to implement and cost effective.
This course will give you a step by step guide to achieving customer service excellence.
Key Learning Points:
- Maintain professional and consistent customer service.
- Recognise and manage customers’ service expectations.
- Use effective communication techniques.
- Build excellent rapport with customers.
- Manage customer expectations.
- Make sure that policy does not become more important than the customer.
- Anticipate needs and provide information.
Course Content
Overview
- The importance of customer service.
- What makes good customer service?
- Handling complaints effectively.
- Communication skills.
- Dealing with different personality types.
- Evaluating customer service – using the information effectively.
- The hidden costs of poor customer service.
- Focusing on customer’s needs.
- Customer perceptions.
- Human Relationship factors.
- Body Language.
- Managing customer expectations.
Training Method
This course is a busy workshop designed to help you develop, improve and implement customer service tools, techniques and strategies.
The ISM Course Director will take each participant through the step-by-step CS techniques critical to the pre-approach, approach and after sales service.
This will be done through a highly charged, enjoyable two day course involving lectures, classroom exercises, role-plays, discussions and extensive accompanying course-notes (delegates are also expected to take their own personal extensive notes for future referral).
Meet the Course Instructor
Graham has been resident in the UAE since 2010. His post-military training career involved running a range of courses in leadership, effective communications, team building, planning and organizing skills, decision making, etc. He also delivered a number of technical training programmes. Graham brings real life experiences into the training room, some of which, due to his military career, are outside the normal experience and scope of many trainers. His military career included positions relating to intelligence, counter terrorism, homeland security, and international security. This work required a very focused and analytical approach, combined with excellent communication and leadership skills, and the ability to work in effective, manageable teams.
Graham joined HMS Ltd, a security training organization as an internal trainer. In this post, he delivered training to international teams, from the USA, Europe, and the Middle East. In 2008, he was promoted to manage a team of five direct reports, with additional responsibility for the co-ordination of a 30+ member international team in multiple locations (including the USA, Europe, Asia, and the Middle East).In this role, Graham became something of an expert and was then requested to deliver training programmes to senior figures in the UK and US governments. He was also responsible for the project management of a number of government projects.
Graham gained PRINCE2 Practitioner (Project Management) qualification and utilised these skills in the new projects he worked on. He also delivered training courses in Six Sigma Facilitator Biography (a quality method for improving business efficiency and effectiveness), Change Management, Managing the Training Process, and Train the Trainer.
Graham has delivered training to over 1000 individuals in the MENA region across a diverse range of industries and sectors.Graham believes his experience and knowledge of the design, planning, and delivery of a wide range of programmes creates excellent outcomes in the training room, with positive feedback from delegates. Graham always strives to give people a positive and memorable training experience.
Graham’s key areas of expertise include:
- Specialized Coaching to all levels of Management from junior to ‘C’ suite
- Leadership Courses - multiple courses
- HR Management & Training - multiple courses
- Customer Service – multiple courses
- Sales & Marketing - multiple courses
- Personal Development- multiple courses
- Microsoft Courses, Project, PowerPoint (2010), Word, Outlook