Customer Service Workshop |Smart

Overview

Why Attend

In this course we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected by the person interacting with the customer and we bring it all back to learn how to behave professionally in any situation. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.

Course Methodology

In the first phase of the course a variety of methods such as case studies, self-awareness questionnaires, and exercises that help participants apply some of the customer service tools discussed, as well as some video clips will be used. In the latter part of the course participants will role play gradually more challenging scenarios. These will be videotaped, reviewed and discussed in order to maximize the learning process and develop participants’ self confidence in their own ability to handle difficult situations professionally.

Course Objectives

By the end of the course, participants will be able to:

Explain the importance of superior customer service in any situation and in any environment
Use tried and true communication techniques to maximize their overall effectiveness
Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
Apply practical methods to turn upset customers around, win their thanks and gain their respect

Target Audience

Employees at any level of any organization who deal directly with customers, whether internal or external, and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job.

Target Competencies

Customer orientation
Emotional control
Empathetic outlook
Flexibility
People reading
Self management
Role awareness

Course Outline

Definition of customer service
- A glimpse at the definition
  - Customer service in a shop
  - Customer service in a restaurant
  - Customer service in a company
  - Customer service in any organization
  - The two main dimensions of service
- Competition versus monopoly
- Private versus government
- Internal customer versus external customer
- What is really customer service
- Explicit versus implicit elements of service
Some customer service models
- The 'PRIDE' model
- The 'RATER' model
- The 'kano' model
Customer service and emotional intelligence
- Definition of emotional intelligence
- Emotional intelligence for customer service
- Building your emotional intelligence
Customer service, behavior and communication
- Behavior is communication
- Body language
- Listen before you speak
- Expressing yourself
- Appropriate behavior and communication according to situation
The image you project
- Generic elements of your image
  - Respect is a two way street
  - Showing empathy
  - Eagerness to help
  - Professionalism is key
  - Self confidence
  - Fairness in all dealings
- Specific elements of your image
  - Knowledge
  - The way you look and dress
  - The language you use
  - Your body language
  - Building rapport
Customer service situations
- Scenarios, analysis and role-plays
  - Easy, regular situations
  - Common but sensitive situations
  - Complaints, problems and other difficult scenarios

Schedule & Fees

2026 Schedule & Fees

18 - 22 Oct, 2026

English

Per participant USD 2,900

18 - 22 Oct, 2026

Arabic

Per participant USD 2,900

15 - 19 Nov, 2026

English

Per participant USD 2,900

15 - 19 Nov, 2026

Arabic

Per participant USD 2,900

2027 Schedule & Fees

17 - 21 Jan, 2027

English

Per participant USD 2,900

17 - 21 Jan, 2027

Arabic

Per participant USD 2,900

14 - 18 Feb, 2027

English

Per participant USD 2,900

14 - 18 Feb, 2027

Arabic

Per participant USD 2,900

18 - 22 Apr, 2027

English

Per participant USD 2,900

18 - 22 Apr, 2027

Arabic

Per participant USD 2,900

16 - 20 May, 2027

English

Per participant USD 2,900

16 - 20 May, 2027

Arabic

Per participant USD 2,900

18 - 22 Jul, 2027

English

Per participant USD 2,900

18 - 22 Jul, 2027

Arabic

Per participant USD 2,900

15 - 19 Aug, 2027

English

Per participant USD 2,900

15 - 19 Aug, 2027

Arabic

Per participant USD 2,900

17 - 21 Oct, 2027

English

Per participant USD 2,900

17 - 21 Oct, 2027

Arabic

Per participant USD 2,900

14 - 18 Nov, 2027

English

Per participant USD 2,900

14 - 18 Nov, 2027

Arabic

Per participant USD 2,900