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1 Certified Customer Service Professional Page 1 of 6

2 Why Attend Every front-line employee needs a solid grounding in customer service skills. As can be expected in this fiveday course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This certified course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight. In addition, this course offers participants the opportunity to prove they actually learned the concepts of the course by passing a test that will earn them the coveted Meirc Professional Certificate (MPC) in addition to the regular certificate of attendance. Course Methodology This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more. Course Objectives By the end of the course, participants will be able to: Define customer service and break it down to its most basic dimensions Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none Analyze basic behavioral patterns of different customer personalities and the best way to deal with them Discuss and practice the techniques of effective communication skills with customers Target Audience Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization. Target Competencies Communicating with customers Customer orientation Emotional control Empathic outlook Flexibility Reading people Self confidence Course Outline Customer service Introduction to customer service Definition of customer service Service dimensions Addressing customer needs Attaining customer satisfaction through quality measures Customer service excellence Components of quality service: Service quality Service quality gaps The 'RATER' model What customers pay attention to Dimensions of the 'RATER' model Flying over customer expectations Establishing service quality performance standards Page 2 of 6

3 The customer complaint system Definition of complaint Types of complainants Sources of complaints Why most customers won t complain Types of complaints Handling complaints: the 'PEPSI' model Inspiring staff Principles of inspiring people ('AEPA' philosophy) Arousing interest Engaging them Practicing new skills Applying to real world Customers loyalty Principles of success Who is a loyal customer Strategies to keep customers loyal Reasons why companies lose customers Keys to delivering exceptional service A profile of different customer personalities Difficult people and difficult behavior Characteristics of difficult people Suggested responses Six personalities that lead to conflict and how to deal with them Effective communication with customers Definition of communication Communication goals Communication as a critical success factor Communication with customers Reading the body language of customers Characteristics of a good listener Behaviors that block listening How to be an active listener Page 3 of 6

4 Meirc Professional Certificate (MPC) MPC certified courses by Meirc Training & Consulting are designed for those willing to challenge themselves and go the extra distance. Participants who fully attend an MPC course and successfully complete the test on the last day, will receive a Meirc Professional Certificate (MPC), in addition to the one they receive for full attendance. MPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside. Location & Date Dec, 2018 JW Marriott Marquis Feb, Apr, Jul, Oct, Dec, 2019 Fees: US$ (including coffee breaks and a buffet lunch daily) Per participant US$ 4900 Per participant US$ 5100 Fees + VAT as applicable UAE Tax Registration Number Page 4 of 6

5 Courses in Customer Service Dates Course Name 9-13 Dec, 2018 US$ Mar, 2019 Customer Service Workshop Mar, Apr, 2019 Excellence in Customer Service 28 Apr - 2 May, 2019 Customer Service Management Jun, 2019 Customer Satisfaction and Loyalty Aug, Sep, 2019 Customer Service Management Sep, 2019 Excellence in Customer Service 6-10 Oct, 2019 Customer Service Workshop 3-7 Nov, 2019 Customer Service Management Nov, 2019 Excellence in Customer Service 1-5 Dec, 2019 Language Location Fees Page 5 of 6

6 Courses in Customer Service Dates Course Name Language Location Fees Page 6 of 6