This course wil be with Dr. John Cross.
Objective
Customer service is not about dealing with clients, it is about developing customers—those people who come back to a business again and again. In this over view course, employees and managers who work with customers face to face will become aware of how to serve customers amiably, effectively and productively in order to improve efficient customer relations that maximize customer retention in any field.
Outline:
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Ice breaker – Serving the customer
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What customer service means?
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Who are customers?
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What do customers want?
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Personal style
( Myers – Briggs Type Indicator )
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Skills for customer service
( knowledge , attitude , team working , communications , diffusing & resolving conflict , vital interpersonal skills )
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Handling complaints
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Dealing with difficult behavior
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Customer loyalty
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Avoid the ten mistakes
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The Dedeman Erbil Hotel is a 5-star hotel in Erbil that offers modern meeting facilities and
excellent service in an open buffet restaurant that includes a variety of Kurdish food such as
Qozi, Bryani , Dolma, Fish, Kebab and various others foods. The sumptuous coffee break
includes Tea, juice, coffee, snacks, fruits and other refreshments.
