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

• Understand the importance of a customer service culture in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Define the process of managing a customer complaint system.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.

• Customer Service
  • Definitions and Concepts
• The Role of the Customer Service Executive
  • The Principles of Customer Service
• Principle Foundation of Superior Customer Service
  • Strong Relationship
  • Superior Service
  • Professional Behavior