Beyond Customer Service

Orientation to Total Service Excellence

5 Found
Date Duration Venue Fees
12-16 Aug 2024 5 Days Dubai - UAE US$4,450 Register
16-20 Dec 2024 5 Days Dubai - UAE US$4,450 Register

Course Overview

The main reason companies lose clients is that they feel neglected and ignored; therefore, they search for the ones that care about them, either on a company level or mainly on a personal employee level. Clients simply need attention. When they get attention, the organisation can benefit from increased sales, which means a lot in business. In most companies, the lack of innovation in the industry has led Customer service to become the primary competitive tool—the better the service and direction, the larger the benefit. Client Support faces the challenges of the competitive market, which focuses on protecting the consumer. The new market has tripled the need for adaptive, personalised service, reaching not only client satisfaction but also a complete customer relationship framework. The customer is King, and this is how we must treat them.

This 5-day Beyond Customer Service training course is to give the appropriate skills to develop more efficient work habits and, at the same time to suggest the adjustments required in people’s attitudes for more active and assertive customer support. By developing these necessary skills for people, companies can improve their quality of service, directing for a better quality of work and bigger market shares, traits that stimulate the client directly to a more supportive and profitable integration.

Course Objectives

Customer Service is nothing more than analysing clients’ needs on a personalised basis and applying these to the principles of client engagement by implementing total service quality to their benefit.

After the training course, the participants will learn to:

  • Know the unique needs of their customers
  • Understand their behaviour to match the client’s needs
  • Indicate actions of quality service based on the needs of the customers
  • Adapt their behaviour with the aim of the best possible collaboration
  • Avoid negativity and stereotype barriers to customer support
  • Defend the principle of quality in service
  • Accomplish higher levels of caring and client satisfaction
  • Compare the work with the appropriate Performance Measurement Scale

Target Audience

This training course is designed for all working people interacting with clients by providing customer care and support to achieve the business’s objectives.

It is suitable for a wide range of working professionals, including (but not limited to) the following:

  • Client Service Employees
  • Customer Support Supervisors
  • Salespeople and General Salesforce
  • Business Development Officers
  • Marketing and Promotion Staff
  • Client Call Centre Operators
  • Administrators and Secretaries communicating with Clients

Training Methodology

This training course combines lectures and interactive presentations, and live discussions. These will be supported with role plays, tables, charts, and graphics to consolidate learning with practical exercises and discussion with the seminar provider. By the end of each day, there will be a summary recap, linking the topics to formulate a complete module.

Course Outline

Day One

The Competent Service Provide

  • Features of Competence and Professionalism
  • The Role and Duties of the Service Provider
  • Customer-centric Action
  • Empathy and Social Behavior
  • Holistic Approach to Customer Orientation
Day Two

Dedication to Customer Service

  • What do customers expect from us?
  • The Dimensions of Service (R.A.T.E.R.)
  • Personal Goals and Success
  • Communication is the Key
  • Adapting to the New Market Requirements
Day Three

Continuous Monitoring of Customer Needs

  • Client Service Excellence through Communication
  • Critical Thinking can Save the Service
  • The Moments of “Truth”
  • The Importance of the First Impression: Control of Psychology
  • Handling Customer Complaints
Day Four

Quality Criteria of Customer Satisfaction

  • Defining the Quality of Customer Service
  • Customer Care Procedures and Processes
  • Setting Quality Service Criteria
  • Measuring the Effectiveness of the Customer Approach
  • Reliable Decision-making: The Long-term Orientation
Day Five

Organising for the Evaluation of Performance in Quality Customer Service

  • Defining the Holistic Customer Service Framework
  • Professional Service Evaluation Base
  • Performance Measurement Scale
  • Being Efficient – Time Management in Customer Service
  • Practical Applications of Customer Care


Upon successful completion of this training course, Newage Certificate will be awarded to the delegates.

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