Course Overview

This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

Training DurationTotal Training Hours : 30 Hours
Training Duration : 1 Week
Total Training Days : 5 Working Days
Training SchedulesWeekdays (Sunday to Thursday)
Regular Sessions : 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included

WeekEnds (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
Certifications:1) Certificate from Laurels Training Institute, Attested by Knowledge & Human Development Authority (KHDA) government of Dubai, UAE

2) Certificate from American Institute of Professional Studies (AIPS) from USA (After 15 Days of course Completion which will couriered to the attendees office address)
Learning AidsYes
Course MaterialHard & Soft Copies of Study Material
Language of InstructionEnglish
Instructor HelplineYes
1. Email
2. Social Media (For Emergency requirements)
Registration Requirements1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
Mode of Payment:Cash / Cheque / Credit Card / Bank Transfer.
Eligibility Criteria
(Who should attend this training)

• The basic qualification is high school completion certificate.

• Proficiency in English language to understand, read and write.

Course BenefitsThis training will enable you to get a placement in Hospitality industry (projected salary between $ 1000-3000) in Hotels, Clubs, Bars, Resorts, etc. For in service working professional a job promotion is highly prospective.
Course Contents / 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

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



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