Categories > Customer & Public Relations:   Advanced Excellence in Customer Service   Program Duration : 5 Days Program Date 1 Program Date 2 Program Date 3 : : : 07-11 April, 2012 Cairo, Egypt 07-11 July, 2012 Alexandria Egypt 03-07 November, 2012 Cairo, Egypt Program Fees : US$ 3200/Per Person PROGRAM OBJECTIVES: Customer Service Excellence: Why It Matters The importance of How Focusing on the how as well as the what Developing a relationship of mutual trust Influencing customer perceptions Calculating the lifetime value of your customer Exceeding customer expectations PROGRAM OUTLINES: Creating the Customer Experience Emotional aspects of the customer experience Making the initial connection with the customer Presenting a positive first impression Identifying the differentiators of excellence Taking responsibility for demonstrating customer care Navigating the customer through the process Instilling confidence with a personal approach Fostering long-term relationships Adopting a positive mental attitude (PMA) Small actions that ensure attention to detail Communicating Effectively With the Customer What you say and how you say it Verbal and vocal techniques that work Avoiding the quirks and distracters Banishing jargon to create clarity Matching words with nonverbal communication Adopting a problem-solving approach Turning active listening into problem solving Employing questioning techniques that focus on outcomes Encouraging a spirit of inquiry rather than adversary Moving to a team approach with the customer Achieving results for the remote customer Customer reassurance in a clicks and mortar situation Five key rules for successful outbound calls Choosing and using appropriate media Applying best practices in call center etiquette Top tips for e-customer care Dealing Constructively With Tough Situations Calming upset customers with active listening Demonstrating emotional intelligence Displaying empathy and showing neutral support Establishing rapport and defusing anger What you can say to avoid upsetting customers Techniques for dealing with difficult people Remaining objective in challenging situations Personalizing and depersonalizing messages Asserting your position through polite repetition Handling the obstinate customer Transforming complaints into opportunities Generating useful feedback and learning Turning a negative situation into a loyal customer Tapping into the potential advocate within your customer Contributing to a Customer Service Culture Demonstrating leadership in customer service teams Mapping the internal customer network Strengthening weak links in the chain Influencing a customer-centric corporate culture Measuring customer satisfaction Setting and monitoring performance standards Tracking progress with internal indicators Enabling customers to express satisfaction Committing to a customer service charter Monitoring the team's development Seeing customer service as an attitude, not an accident Coaching your team for success Making Excellence a Habit The characteristics and practices of excellence "Sharpening the saw" to hone your customer service skills Projecting a professional image with internal and external customers