Customer Service Program| Energy Hub

Course Description

To introduce you to techniques which you can use to improve both the services you deliver and the manner in which you deliver them.

To understand the importance of Customer Care and your responsibility to get it right
To identify and set standards of performance and measures which will show your effectiveness
To develop strategies to deal with complaints
To manage and develop your team to achieve a high level of quality Customer Care
To develop your interpersonal skills to enable you to deal effectively with people
To create a positive First Impression, Face to Face, on the telephone and in writing
To develop your Listening and Questioning skills
To handle awkward customers / complaints effectively
To develop customer loyalty

Syllabus Details:

Day One

Sr. No.	Details
1	Customer Awareness
2	Your Role in Internal Customer Care
3	Who is the Customer?
4	What does the Customer expect from you?
5	Moments of Truth

Day Two

Sr. No.	Details
1	Good Customer Care Begins with You
2	Summary of Key Points
3	Listening Skills
4	Building Trust and Loyalty
5	Handling Awkward People and Situations
6	Innovation and Creativity
7	Measuring your success
8	Summary of Key Points

Trainer

Mrs. Anne McDougall

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Course Duration: 2 Days

Fee: OMR 310 ( USD 800/INR 58800 )

Trainer Profile:

Anne McDougall is the Director of Innovate Through Training and Development. She is a trainer, author and motivational speaker, specializing in the training and development of individuals and organizations. She works across all industry sectors and her client base ranges from European Commission in Europe to the Swire Organization in Asia through to the oil and gas companies of the Middle East, Africa and China. With twenty-five years’ experience in Organizational Development and Training, Anne’s international consulting has given her a broad experience of working with many different nationalities. Her ability to adapt to different cultural ethics, political and business attitudes and methodologies, increases the authority she brings to her work.

Anne is the author of two books and as an author, she understands the challenges writers face and can quickly develop delegates’ skills and confidence by getting them to practice the skills by using her techniques. Anne has a master’s degree in Learning and Development from Sheffield University in the UK, an LGSM from Guildhall School of Music and Drama London and a CELTA qualification from the University of Swansea in Wales.