Tatweer: Consultancy & Training Services- Customer Service and Call Centre Training

1. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
TATWEER
Consultancy & Training Services
“Even the best has room for
improvement”

2. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Customer Service and Call
Centre Training
MSD 4.2-1 R4
2

3. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Description
Learn how to deliver excellent customer
service to increase sales and profits, reduce
customer complaints, build customer
loyalty, and foster employee teamwork and
communication with this 3 day workshop.
Catering to almost all industries, Call Center
Excellence Training provides you with tips
and tricks on how to be an essential provider
of exceptional customer service.
MSD 4.2-1 R4
3

4. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Why is this Course Important?
96 % of unhappy customers simply leave without
saying anything. Unhappy customers statistically tell
13 % of their friends about the bad experience. It
costs five times more to get a new customer than to
keep an existing one.
One of the biggest challenges that corporations face
today is the lack of excellent customer service. It is
with great satisfaction that TATWEER has
customized a new way of making customer service
customer oriented. We will teach you the vital
customer skills needed for success.
MSD 4.2-1 R4
4

5. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Who Should Attend?
This course is recommended for:
• Executives
• Managers
• Sales personnel
• Customer service representatives
• Operators
• Receptionists
• Administrative assistants
• Support roles that require excellent rapport
building skills for daily interaction with different
kinds of people.
MSD 4.2-1 R4
5

6. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Objectives
At the end of the workshop, the participants
should:
– Value how customer service efforts impact
company profits
– Understand that internal customer service is just
as significant as external customer service
– Develop a custom-made strategy for improving
listening skills
– Choose vocabulary that is calming and
persuasive
– Refer to a recovery system for turning angry
customers into happy repeat customers
MSD 4.2-1 R4
6

7. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Outline- Day 1
• Service Impact
• Customer service is an attitude, not a
department
• Customer Centered Service
• Formula for Success
• Customer Report card
• Active Listening Skills
• Choosing the right words
MSD 4.2-1 R4
7

8. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Outline- Day 2
• Maintaining Positive Attitude
• Keeping yourself Motivated
• Assert to your advantage
• Persuasive Language
• Maintaining Composure
• Dealing with Difficult People
MSD 4.2-1 R4
8

9. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Outline- Day 3
• Cultural Awareness
• Call Center Culture
• Call Center Metrics
• First Impressions
• Role Plays
MSD 4.2-1 R4
9

10. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
Methodology
• Setting up expectations
• Stand up Delivery
• Lectures
• Brainstorming
• Role-plays
• Interactive Practical Exercises
• Pre-test
• Post-test
MSD 4.2-1 R4
10

11. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
We offer this course on public and on on-site
basis. Public trainings are offered regularly
in Dubai and Abu Dhabi.
MSD 4.2-1 R4
11

12. Performance Enhancement through People & Processes
http://www.tatweer.ae (p) +97126815957 (f) +97126815958
For More Information
Visit our website :
www.tatweer.ae
Or contact us:
e mail: Training@tatweer.ae
Phone: +971 2 681 5957
Fax: +971 2 681 5958
MSD 4.2-1 R4
12