Customer Care & Telephone Skills

This program is for Customer Service representatives, receptionists, call centre staff, and anyone else who interacts directly with customers.

We are all ‘customers’ and far more aware of the greater choices available to us when we purchase anything – compared to the situation 20 years ago. If we just look at the UAE, the variety available to us today is phenomenal – whether it be restaurants, cinemas, food outlets, shopping malls, fashion stores, etc. We have virtually unlimited choice, and the choices grow day-by-day. Therefore, it is vitally important for businesses, not only to attract first time customers, but more importantly, to turn those customers into ‘repeat and return’ customers. Millions of dollars are lost every year because of poor handling of customers by company staff. Customers who are consistently well-handled will return again and again – bringing you more business. Today, when many face-to-face customer service representatives are in the front line of the pandemic, good and poor customer handling will be noticed more easily and readily, and could end up hurting your business long after the virus threat has passed. If statistics show that it costs approximately eight times as much to find a new customer, compared to keeping an existing one, is it not in your best interest to try to retain, and expand, your existing customer base through providing top-class service? This course shows you how to do it.

• Delegates will learn how to prevent complaints by offering a consistent world-class service
• The importance of customer service and customer care will be emphasised throughout the program
• Delegates will understand how each individual contributes to the organization’s / company’s overall image
• The difference between ‘ordinary’ and ‘extraordinary’ service will be discussed
• Delegates will examine, and practise, good telephone manners
• The special techniques necessary to be effective on the telephone will be demonstrated and practised
• Delegates will be able to identify correct and incorrect telephone standards
• The whole range of face-to-face customer service skills will be covered from first greeting to ‘close’ and ‘goodbye’
• Delegates will learn the techniques of how to deal professionally with complaints – if they do arise

• The ability to consistently create a good impression for yourself and your company / organization
• Knowledge of the steps of managing a customer complaint
• The skills needed to deal professionally with various situations in relation to providing top-quality customer care
• Increased confidence in dealing with all types of customers – both face-to-face and on the telephone
• Increased business for your company / organization