Holistic Approach to Customer Service

Tuesday, 29/04/2025 (08:30–16:15)
Wednesday, 30/04/2025 (08:30–16:15)

The purpose of this workshop is to raise participants’ awareness of the strategic role customer service plays in today’s competitive business environment and to empower them with the tools, techniques, and mindset required to deliver outstanding service. Through practical, real-world approaches, participants will enhance their ability to communicate effectively with customers — whether in person, over the phone, or in writing — ensuring a consistent and professional customer experience across all touchpoints.

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

• Define the key criteria for delivering quality service at the beginning, during, and at the end of a customer interaction

• Effectively use techniques to identify customer needs and recognize their expectations

• Handle challenging or demanding customers with confidence and professionalism

• Apply high-quality service techniques consistently throughout all stages of customer interaction

• Use body language effectively during face-to-face communication

• Utilize appropriate techniques to successfully conclude a service interaction

• Choose the right words and tone for effective telephone communication

• Practice active listening to enhance understanding and connection during calls

• Conduct a customer phone conversation following a structured process

• Write professional and well-structured emails

• Communicate with the appropriate tone and style through live chat

• Develop awareness of the importance of delivering professional customer service — whether in person, over the phone, or in writing

• Customer Interaction Methods

• Identifying Customer Needs and Expectations

• Defining Quality Customer Service

• Dealing with Difficult Customers in the Context of Quality Service

• Applying Quality Service – Key Techniques for Face-to-Face Customer Service

• Applying Quality Service – Key Techniques for Telephone Customer Service

• Structure of a Phone Call and How to Maintain Control During the Conversation

• Applying Quality Service – Key Techniques for Written Customer Service

• Writing Methodology

• Other Essential Writing Rules

• Professional Email Communication

• Communicating via Chat/Messenger

• Managers, Assistant Managers, and Heads of Departments in:

•  Customer Service
•  Customer Tele-service
•  Written Communication and Customer Service
•  Sales
•  Telesales
•  Marketing
•  Customer Relationship Management
•  Customer Retention
•  Offers/Quotations
•  or other departments that have direct communication with and serve customers

• Executives / Officers from the above departments who have personal face-to-face, telephone, or written communication with customers
• Administrative support staff who serve customers either in person, over the phone, or in writing, and more generally, responsible professionals who understand that in order to meet their responsibilities in the competitive environment in which they operate, they need to improve the quality of service they provide

The program will be delivered through face-to-face training.