The business world, society, and the world wide demographics have changed dramatically in recent decades. the pace of these changes is greatly accelerating and more changes will come. Further, with advances in Technology, change is happening in the business world at a phenomenal pace.
In this situation to better understand these processes, to rise skills, knowledge about technology and people for anyone working in business today is the single way to keep abreast of the times.
Our intention is to raise your awareness, prompt your thinking, give you step-by-step suggestions for improvement, and provide you with a valuable reference for information on how you and your organization can deliver service excellence. the information contain in training’s materials will benefit you whether you are new to dealing with others in a business setting or are more experienced with internal customer (e.g. consumers, vendors, or other end user of products).
The skills, strategies, and techniques outlined in this training are valid in any industry because they are directed toward identifying customer needs and, then satisfying those needs.
The present training is designed for the customer service employees, field service people and so on.
First day | ||
Introduction, trainer, materials of the course, participants: | 9:00 | |
Topic I: | What is customer service?
| 9:20 |
Topic II: | Growth of the service sector
| 10:00 |
Coffee break: | 11:00 | |
Topic III: | Six factors that make up a service environment and contribute to customer service delivery.
| 11:20 |
Lunch: | 13:00 | |
| 14:00 | |
Coffee break: | 15:30 | |
Topic IV: | Defining a service culture
| 16:00 |
Completion of the day. Summing up | 17:30 | |
Second day | ||
9:00 | ||
Topic V: | Establishing a service strategy
| 10:00 |
Coffee break: | 11:00 | |
Topic VI: | Customer friendly systems
| 11:20 |
Lunch: | 13:00 | |
Topic VII: | Twelve strategies for promoting a positive service culture
| 14:00 |
Coffee break: | 15:30 | |
Topic VIII: | What customer want
| 16:00 |
Completion of the day. Summing up | 17:30 |