Categories > Customer & Public Relations :     Advanced Customer Service Management     Program Duration : 5 Days Program Date 1 Program Date 2 Program Date 3 : : : 05-09 May,2012 Cairo, Egypt 07-11 July, 2012 Alexandria Egypt 01-05 December, 2012 Cairo, Egypt Program Fees : US$ 3200/Per Person          PROGRAM OBJECTIVES: Engage in a process of self-assessment and reflection that enables them to improve their performance as senior leaders An ability to use influencing skills and techniques to build ongoing and long term relationships with key customers enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike The art of building lasting rapport and lasting relationships with colleagues, customers and friends Long term relationships between your organization and its customers An ability to tailor services to meet your customers needs How to modify your own behavior to match other’s The model for establishing good working relationships An ability to influence with integrity To be able to create and adapt crystal clear models for communication between your organization and its customers An ability to be more versatile in every customer facing situation How to build co-operation and commitment A greater understanding of your customers’ needs and how to satisfy them The ability to recognize behaviors that may cause conflict in the future WHO SHOULD ATTEND?   Anyone who provides services, products or information to internal, or external customers including personnel from: Training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, HR Budget Control Supervisor, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially PROGRAM OUTLINES: Customer service excellence from a global perspective Customer service and what it means Identifying excellence in front-line customer services What are the services and products that you offer Emotional Excellence in customer service What do your customers say about you and your organization What do you want your customers to say? Myths and legends about customer service Understand your Customer From judgments to behavioral flexibility Behavioral traits and how to identify them Modifying your own behavior to match other’s Building lasting rapport Sharpen your senses to the signals others are sending you Connect with colleagues and clients at a level that creates deeper trust and commitment Step into another person’s shoes to better appreciate their experiences and motivations Body language clues that show how others are thinking and responding to you Non verbal clues that show if someone is telling the truth Communication master class What is crystal clear communication? Communication excellence through powerful listening and questioning techniques Thinking patterns Filters to communication Metaphors & Models Using perceptual positions to understand your customers’ point of view Logical levels of change Building climates of trust Creating well formed outcomes Communication skills exercises Influencing with integrity The importance of value sets in modern day business Influencing the Influencers & high fliers The importance of matching others’ language patterns Mirroring and pacing – what do they mean? Internal and external references Coaching – a tool for self and others Influencing exercises Conflict, challenge and closure Assertiveness and what it means Dealing with difficult people in an assertive way Dealing with difficult customers Maintaining high standards of customer service Reviewing the service that you offer and reacting accordingly Embracing change for the good of all Personal planning session – dealing with your own customers