Management

Training Course: CUSTOMER CARE AND COMMUNICATION SKILLS FOR FRONTLINE STAFF 


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MA234917

16 - 20 Feb 2025

Dubai (UAE)

Cost : 4150 € Euro

Introduction

Front-line staff is the face of the organization. They represent the company as they have the opportunity to interact with the customers on a daily basis. Their actions promote or demote the corporate interest. the professional image portrayed by front-line staff depends on the quality of their customer service skill.

Organizations need superior front-line customer service skills to compete in today’s customer-oriented environment. Frontline staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skills to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations.

This course is designed to empower frontline staff to create a positive impression, through effective communication with customers. Ultimately, the organization’s corporate image is enhanced and positive word of mouth increases goodwill toward the organization.

Training course objectives

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

  • Understand the importance and concepts of customer care
  • Understand what is excellent customer service.
  • How to know your customer’s personality and expect his behavior.
  • Demonstrate communication skills required for excellent customer care.
  • Comprehend the main communication styles and develop your own style.
  • Questioning, and Cultivating listening skills
  • Handle and resolve customer complaints with emotional intelligence
  • Manage stress that can build up from dealing with difficult customer situations.
  • How to achieve to loyal customer state to deliver a positive organizational image  

Target Audience

The course is aimed at all members of staff working on the frontline who deal with customers on a regular basis.

These include:

  • Secretaries.
  • Receptionists.
  • Cashiers.
  • Clerks.
  • Administrators.
  • Institutional workers who have direct contact with customers and members of the public.

Training Outlines

Module 1: Customer care concepts

What Is Excellent Customer Care?

  • How well does your organization communicate the importance of customer service?
  • Good and not-so-good practices in customer care from personal experience
  • Internal and external customer expectations
  • The features of excellent customer service
  • Barriers to excellence
  • The principle of UPOD
  • Quality of customer service
  • The benefits of providing excellent customer service
  • How to use customer service to promote customer loyalty
  • Case study: The best and worst customer service experience
  • The WOW Factor: Going the extra mile…and then some!
  • First impressions: What do your customers see and hear?

Understanding your customer

  • Customer Personalities and Profiles.
  • Six personalities that lead to conflict and how to deal with them
  • Understanding and working with different customer styles
  • Practical exercise: What is your personality type?
  • The Customer’s Body Language:
    • The different aspects of body language
    • Identify head movements that indicate someone’s communication channel
    • Distinguish postures that indicate someone’s communication channel.
  • The Customer’s Vocal Characteristics
    • Classify vocal characteristics of visual speakers
    • Recognize vocal characteristics of auditory speakers
  • Practical Exercise: Evaluate customer scenarios to determine the best approaches
  • Customer needs wants, expectations, and perceptions

Module 2: Communication Skills

Communication Styles

  • Four main communication styles
  • Analysis of own preferred style(s)
  • Achieve good communication
  • Things to avoid in communication
  • How this applies to each delegate's role

Communicating With the Customer

  • How do my customers see me?
  • Barriers to good communication
  • Communication breakdown, how to avoid it
  • Questioning skills
  • Helpful and unhelpful phrases
  • Importance of preparation, documentation
  • The importance of listening to customers
  • Listening skills and non-verbal communication
  • Practical exercises: listening
  • How to improve listening skills
  • Recognize visual auditory and kinesthetic words
  • Practical exercise: scenarios to determine best approaches, and evaluate responses of the participants

Module 3: Customers Handling and Challenging Customers

Handling Customers

  • Owning & Managing the Front Desk
  • Receiving & Handling Customers
  • Poise, Appearance & Comportment Emotional Intelligence/Self Awareness
  • Managing Difficult Customers with self-control, and patience and improving your emotional skills
  • Developing Telephone Etiquette
  • Professional Attitude & Behavior
  • Elocution & Diction
  • Toxic Traits to Avoid

The Challenging Customer

  • How to pace a customer
  • Stress and time management
  • Leading customers to a more resourceful state
  • Practical exercise: Evaluate customer scenarios to determine the best approaches and understand why conflict occurs in customer interaction.

Module 4: Building customer loyalty

  • Communicating the importance of customer service?
  • The role of frontline staff
  • Organization image
  • Behavioral aspects of services and service delivery
  • Practical Exercise: What is the loyal customer, and how to reach that stage?

Management

Training Course: CUSTOMER CARE AND COMMUNICATION SKILLS FOR FRONTLINE STAFF 


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

MA234917

16 - 20 Feb 2025

Dubai (UAE) -

Cost: 4150 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
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