Training For Customer Service And Team Building

Training for Customer Service and Team Building Written by : Mostafa Ewees (PhD) Stanford, GUC Oxford English Academy –Egypt

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Importance of Training for Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How do customers evaluate service Quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],Reliability – Deliver on Promises with dependability & accuracy Assurance - Knowledge, courtesy, ability to convey trust, competence and confidence Tangibles - Facilities appearance, comfort, look and feel of Marketing materials, etc. Empathetic - Degree of caring and individual attention the customer receives Responsive - Willingness to help promptly – without distraction

Reliability - The Service Promise ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Assurance & Tangibles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Empathy & Responsiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Training for Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]

5 Forbidden Phrases Nancy Friedman, The Telephone Doctor ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Responsibility of Leadership ,[object Object],[object Object]

Teambuilding ideas ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Opportunities to Express ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Imagine how connected your employees will feel with their art on the wall . . .

Troubleshooting Training ,[object Object],[object Object],[object Object],[object Object]

Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Questions? Dina Fouda [email_address]

Training For Customer Service And Team Building

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Training For Customer Service And Team Building

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