About
Customer service is the foundation on which success and profitability can be built. Nowadays most organizations try to give better service than their competitors, by empower their employees at the customer interface to improve processes, procedures and tasks
This 5-day course covers the techniques and tools necessary to change the organization’s culture to be more “customer-focused” organization, and help the participant to develop "customer driven" attitudes and behaviors in customer service
To enhance the participant’s knowledge, Abilities and Skills necessary to lead his team to service excellence and position his department for continuous success
By the end of the workshop the participant will be able to:
- Understand Costs of satisfaction vs. unsatisfaction
- Lead Change as a tool for leading teamwork and motivating customers
- Create Supportive, less stressed work environment
- Customer-oriented leadership
- What is Quality Customer service;
- Developing targets and processes
- Allocating priorities
- Costs of Customer Satisfaction vs. Dissatisfaction
- Change as a Tool for Leading Teamwork and Motivating Customers
- Supportive, Less Stressed Work Environment
- Customer-Oriented Leadership
Supervisors and managers who lead a customer service team
Training Methodology
Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:
- Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
- Making scientific evaluation to the trainee (before and after)
- Brainstorming and role-playing
- Using case studies related to the scientific material being delivered and the trainees' work.
- The participants get the scientific and practical material printed and on CDs and Flash memories.
- Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
- A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
- After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
- Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
- Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
