Call Center & Sales: Customer Service Program Overview Program

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Call: Tel: +971-07-2041822, Fax: 07-2041824 Mobile: +971-050-2700192, +971-050-2700194 Email: [email protected]

Time required for completing this course

Call Center & Sales: Customer Service Program Overview Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

You would be able to complete this course in 7 days to 3 months it you take this course online. It also depends upon how much time you spend on studying the course materials. This can be a two full day workshop if you take this program as instructor led full day program.

MISP Advantage

Program outline Module One: Getting Started Icebreaker Ground rules The parking lot Workshop objectives Action plans and evaluation forms Module Two: Who We Are and What We Do Who Are Customers? (internal/external) What is Customer Service? Who Are Customer Service Providers? Module Three: Establishing Your Attitude Appearance Counts! (even if not in person) The Power of a Smile Staying Energized Staying Positive Module Four: Identifying and Addressing Their Needs Understanding the Customer’s Problem Staying Outside the Box (not jumping to conclusions) Meeting Basic Needs Going the Extra Mile

Module Five: Generating Return Business Following Up Addressing Complaints Turning Difficult Customers Around

Module Nine: Recovering Difficult Customers De-Escalating Anger Establishing Common Ground Setting Your Limits Managing Your Own Emotions

Module Six: In-Person Customer Service Dealing With At-Your-Desk Requests The Advantages and Disadvantages of In-Person Communication Using Body Language to Your Advantage

Module Ten: Understanding When to Escalate Dealing with Vulgarity Coping with Insults Dealing with Legal and Physical Threats

Module Seven: Giving Customer Service over the Phone The Advantages and Disadvantages of Telephone Communication Telephone Etiquette Tips and Tricks

Module Eleven: Ten Things You Can Do To WOW Every Time We’ll share our tips at the workshop! Module Twelve: Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

Module Eight: Providing Electronic Customer Service The Advantages and Disadvantages of Electronic Communication Understanding Netiquette Tips and Tricks Examples: Chat or e-mail

Benefits of the Program The person will be able to offer more effective services to buyers or whosoever he is serving. Better customer service ensures more stable business.

How can I take this course? Since we want to make people's life much easier; this course is available online. There is no waiting time. Call us and take the course at the comfort of your home and at your own time. The workshops are arranged across major cities world-wide. For more information about updated course schedule on workshops and dates; keep regularly visiting the schedule update our site.

Costs to take this course The costs associated with the course depend upon whether you would like to take online course or attend physical workshops. If you want to know about current course costs please give us a call or write at [email protected] or download the latest price list from http://www.myuaeonlinetrainings.com/pricelist.pdf

• We completely understand training requirements as we have over years of training experience. • This has helped us discover more advanced methodical and strategic plans to train people and achieve their goals. • We have 360 degree view of the customer requirement and provide effective solutions. • We understand our clients and thus have compiled and consolidated all trainings to suit their requirements in more realistic approach. • Our online system allows you to review and grade your progress, combined by telephonic Consultation, face to face meetings and weekly workshops. • With our online system; people do not need to waste their precious time and they can access our training program round the clock 24x7. • Our objective and goal is to see our clients achieve the desired goals and progress. We commit to extend all support to achieve the collective goals. • You can reach our helpdesk and an education advisor will call to resolve your query. • We track you throughout the process until we see you certified.

Mission Statement MISP Trainings we are focused by relentless efforts on our seven core fundamentals. We constantly work to implement the critical initiatives required to meet our vision what we strive to achieve every day. During this journey, we deliver operational excellence, exceed our commitments and keep every client on 360 degree satisfaction level. We strive to be the best for our customers, employees, shareholders and all those who are associated with us.

Vision Statement MISP Trainings aligns people and organizations towards their goals – whether in business, education, Innovation, research, individual growth, overall organization development; it is enabling individuals and organizations to achieve their goals. We translate advanced thought processes into values for our customers through our world class solutions, services and consulting businesses globally.

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Call Center & Sales: Customer Service Program Overview Program

Call: Tel: +971-07-2041822, Fax: 07-2041824 Mobile: +971-050-2700192, +971-050-2700194 Email: [email protected] Time required for...

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