Customer Service Diploma

The purpose of the Customer Service Diploma is to provide several objectives, the most important of which are:

- Awareness-raising on the importance of service promotion, awareness-raising and sustainability.
- Raising the students' abilities and providing good listening skills.
- Tactful and good speaking skills, which are one of the bases for dealing with customers.
- Mutual relationship analysis skills as a way of learning about relationships with clients.
- Identify the most important scientific and modern methods that contribute to successful dealings with clients.
- Access to customer thinking and expectations and learn ways to solve their problems.
- Continuously engage and satisfy the customer by achieving a detailed, accurate stage and providing the means to work on the service.
- understand the meaning of customer service cycles, explain customer behavior, and know the psychology necessary to deal with each behavior pattern.
- A Client Service Diploma can be obtained remotely.
- Excellence in customer service
- Statement of customer wishes and needs.
- Measure customer satisfaction by knowing the significance and dimensions of this.
- What customers expect for who serves.
- Multiple means and methods for clients.
- Deal effectively with different age groups of clients.
- Work to provide employee responsibility towards the customer

Module 1: Understand the Concept of Customer Service Excellence

• What is Customer Service Excellence?
• Dissatisfied Customer Chain
• What Turns off Customers
• The Customer’s Experience

 Developing· a Positive Attitude

• Definition of Quality Customer Service
• Principles of Service Excellence
• Know your Service Dimensions
• Going the Extra Mile
• Being the Customer’s Advocate
• Blocks to Creative Thinking
• Internal Service Excellence
• Expectations of an Internal Customer

 How Do We Control Service· Excellence?

Module 2: Develop your Customer Service Skills in Relation to ENCON's Vision & Mission.

• Define what is effective communication
• Explain the communication process
• Ways of communication
• Types of communication
• Impact of communication
• Barriers to communication & how to overcome them
• Exercise
• Listening techniques
• Understand the importance of the complaints

Module 3: Handle Difficult Customers.

Types of Personalities -Angry -Mistaken -Critical -Abusive

• Resolve Customer Complaints Effectively

 Manage Work-Related Stress

Customer Service Diploma