Description
This course builds on the skills taught with the Excellence in Service: Basic course. In the Advanced course, students will learn how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards.
The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to understand the basic aspects of customer care & effectively communicate with customers in order to increase revenue through a group of practice activities & case studies.
Audience :
Individuals
High School Students seeking professional development.
University & Institute students.
University & Institute fresh graduates.
Post graduate students.
Corporate
Corporate professionals, customer care, sales, public relations, human resources, management & future managers seeking personal professional development.
Corporate training departments seeking employee development.
Topics :
Customer service fundamentals
o Customer service and customers
o Customer interaction
o Customer expectations
Customer service skills
o Attitude and attention
o Quality of service
o Problem resolution
Customer management
o Dissatisfied customers
o Angry customers
o Upset customers
o Stress in service situations
Customer communication
o Communication fundamentals
o Interpersonal communication
o Telephone skills
o E-mail etiquette
Training Materials :
Thomson Course Technology
Labs :
This course includes several labs to ensure you will gain the targeted skills and experience.
Credential :
This course is both a stand alone skills based certificate from "YAT Education Centers" & also part of the "YAT Business Diplomas"; "Customer Care Skills Diploma – Standard Level", "Call Center Professional Skills Diploma – Standard Level", "Sales & Marketing Skills Diploma – Standard Level".
