Satisfaction to Delight - A Programme for Excellence in Customer Service
Dubai , United Arab Emirates
Tuition Fee
Start Date
Medium of studying
Duration
2.0 days
Program Facts
Program Details
Degree
Courses
Major
Customer Service | Customer Support
Area of study
Services
Course Language
English
About Program
Program Overview
This comprehensive customer service program equips participants with essential knowledge and skills to deliver exceptional service. It covers the importance of customer service, internal customer relations, managing expectations, effective communication, professional behavior, and strategies for handling challenging customers. Through engaging teaching methods, participants develop the competence and confidence to enhance customer satisfaction and build strong relationships.
Program Outline
It focuses on behavioral and communication skills, the right attitude, and specific methods to analyze and improve service delivery. The program aims to equip participants with the knowledge and skills to ensure customer satisfaction and delight, even in challenging situations.
- Objectives:
- Explain the importance of customer service in a competitive environment.
- Defend the vital role of internal customers and demonstrate how their satisfaction is crucial for organizational success.
- Practice techniques for managing customer expectations and exceeding them to delight customers.
- Provide better, faster service and increase customer satisfaction.
- Recognize early signs of customer irritation and respond appropriately to find workable solutions.
Outline:
- Module 1: Concept of Customer Service
- Quotations on Customer Service
- Service definitions
- Quality service requirements
- Some interesting numbers
- Cost of bad customer service
- Customer care foundations
- Learning from the best
- Additional comments about service
- Module 2: Internal customer service
- Identifying Internal and External customers
- A final definition
- Elements of Service
- Customer requirements
- Foundation of great Service people
- The links in the Service-profit chain
- Internal customer Service
- Module 3: Managing customer expectations
- The Importance of customer expectations
- Perceived service quality
- Calming upset customers
- 12 tips for calming upset customers
- Comments you should avoid
- Managing customer expectations
- 'RATER' in real life
- The Service Quality (SQ) factors
- Flying over customers' rising expectations
- The customer loyalty ladder
- Role-plays and exercises on dealing with different personality styles
- Effective communication
- Verbal communication with customers
- Active listening
- Effective listening skills
- Phone etiquette
- Module 5: Professional behaviour with customers
- The power of behaviour
- Principles of effective behaviour
- How to behave professionally with the customer
- History of communication
- Interesting study
- Interpreting nonverbal communication
- The right behaviour with the customer
- The wrong behaviour with the customer
- Types of behaviour - Assertive, Passive and Aggressive behaviour
- Verbal and non-verbal components of communication styles
- Module 6: Dealing with difficult customers
- Dealing with different personality types
- Typical customer personality types
- Service recovery
Teaching:
- Methodology:
- Brief presentations by consultants
- Case studies
- Self-awareness exercises
- Exercises to practice methods learned
- Video clips
- Role-plays
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About University
Amity University Dubai
Overview:
Amity University Dubai is a premier international university located in Dubai International Academic City. Established in 2011, it is licensed by the UAE Ministry of Education (MOE) and the Knowledge and Human Development Authority (KHDA). Amity University Dubai offers degrees accredited by the MOE through the Commission for Academic Accreditation (CAA).
Services Offered:
Amity University Dubai provides a comprehensive range of services to its students, including:
Student Portal:
Access to academic information, grades, and other resources.Student Placement:
Career guidance, job placement services, and internship opportunities.Transportation:
University-provided transportation services for students.Clubs:
Various student clubs and organizations for extracurricular activities.Alumni:
Networking opportunities and support for graduates.Corporate Resource Centre:
Career planning, academic advising, and counselling and wellness services.Health and Wellbeing:
Support services for student health and well-being.Student Orientation:
Programs to help new students adjust to university life.Student Resources:
Access to library, labs, workshops, and other resources.Student Life and Campus Experience:
Amity University Dubai offers a vibrant campus experience with opportunities for students to:
Connect with other students:
Participate in clubs, events, and social activities.Navigate their academic journey:
Receive support from faculty and staff.Balance their studies with their social life:
Enjoy a diverse range of extracurricular activities.Key Reasons to Study There:
Accreditation and Recognition:
Amity University Dubai is recognized by the UAE Ministry of Education and offers accredited degrees.Location in Dubai:
The university is located in a thriving business hub with excellent job opportunities.International Campus:
Amity University Dubai is part of a global network of universities.Comprehensive Services:
The university provides a wide range of support services to students.Vibrant Campus Life:
Students can enjoy a diverse and engaging campus experience.Academic Programs:
Amity University Dubai offers a variety of undergraduate and postgraduate programs across different disciplines, including:
Amity Business School:
Bachelor of Business Administration, Bachelor of Commerce in Accounting, Bachelor of Finance, Executive Master of Business Administration (EMBA), Master of Business Administration (MBA), Post-Graduate Diploma in Digital Marketing Strategies.School of Engineering, Architecture and Interior Design:
Bachelor of Architecture, Bachelor of Interior Design, BS Aerospace Engineering, BS Biotechnology, BS Civil Engineering, BS Computer Science, BS Electrical Engineering, BS Information Technology, BS Mechanical Engineering.School of Humanities, Arts and Applied Sciences:
Bachelor of Arts (Tourism Administration), Bachelor of Arts Bachelor of Law (Honours), Bachelor of Arts in Economics, Bachelor of Business Administration Bachelor of Law (Honours), Bachelor of Fashion Design, Bachelor of Fine Arts in Animation and Film Production, Bachelor of Fine Arts in Digital Media and Communications, Bachelor of Hotel Management, BS Forensic Sciences, BS Psychology, Master of Science in Psychology, Master of Education, Master of Laws (LL.M.), Master of Science in Forensic Sciences.Other:
Student Accommodation:
The university offers on-campus and off-campus accommodation options.Incubation Centre:
Provides support for student entrepreneurs.Library:
Access to a well-equipped library with a wide range of resources.Sports Facilities:
The university has modern sports facilities for students.Dining Facilities:
The campus offers various dining options for students.Research:
Amity University Dubai encourages research and innovation.Quality Assurance:
The university is committed to maintaining high standards of quality assurance.IT Services:
The university provides access to modern IT infrastructure and services.Legal Services:
The university offers legal services to students and staff.Total programs
111
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