Categories > Customer & Public Relations :   Customer Service Excellence for Finance Staff   Program Duration : 5 Days Program Date 1 Program Date 2 Program Date 3 : : : 01-05 April, 2012 Cairo, Egypt 07-11 July, 2012 Alexandria Egypt 03-07 November Cairo, Egypt Program Fees : US$ 3200 /Per Person   PROGRAM INTRODUCTION: This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence. PROGRAM OBJECTIVES: A greater understanding of the customers needs and how they rate customer excellence Understand why customers complain especially when there is a financial implication and how to put things right A greater understanding of the basic financial acts that govern what we do How to measure and track customer excellence PROGRAM OUTLINES: Course Objectives Customer Excellence What does it mean to you? Why should we bother? The good v the bad Benefits of Delivering Customer Excellence Know your Customers Developing Customer Excellence Customer expectations, service evaluation Customer Complaints Why customers complain, dealing with difficult customers, benefits of complaints) Act Upon It! Understanding some of the financial acts that govern what we do Have we got it right? Summary & Action Plans Agreed WHO SHOULD ATTEND? Anyone working in a customer service role within a finance or collections environment.