The British Academy for Training and Development offers a course in Excellence and Creativity in Customer Service. This course is designed to acquaint participants with the standards of distinguished customer service in a competitive work environment, along with the importance of finding reliable strategies and effective negotiation methods to deal with different types of customers in general and hot-tempered customers in particular. Customer service represents the main line of defense for companies in order to protect their customers from competitors, and it is a guarantee of customer satisfaction and continued dealings with them. This course also focuses on enhancing customer loyalty and satisfaction by empowering participants with the skills and behaviors necessary to deal effectively with customers and how to deal with complaints and transform them into opportunities that develop customer trust and loyalty, in addition to applying service quality practices and models, as well as mastering tools to improve service quality.

• Definition of customer service, its functions and concepts.
• Customer service in a competitive environment.
• The importance of customer service in achieving corporate goals.
• Customer service tactics used in productive communication with customers.
• Renew internal and external customers.
• The importance of internal and external service.
• Establishing fruitful relationships.
• Service and profit chain.
• Manage customer expectations according to personal styles.
• Understand your personality type and other personality types.
• Dealing with customer requests objectively.
• Develop your communication skills to deal with a larger number of clients.
• Levels of service provided to customers.
• Strategies and procedures to satisfy customers.
• Dealing with different personality types.
• Effective communication skills to deal with customers.
• Determine the style of listening for you and your client.
• Developing relationships with customers.
• Easily create affinity with customers to increase influence.
• Effective terminology and telephone and electronic communication skills.
• Appropriate behavior with customers.
• Understanding human emotions.
• Develop mental strategies to maintain optimism and sobriety.
• Using body language to control the psychological state.
• Change your psychological state to avoid negative emotional reactions.
• Dealing with customers with sharp temperaments.
• Identify customer behaviors and deal with them effectively.
• Building a customer service culture in the organization.
• Motivating and training the work team to provide distinguished service.
• Activating the customer service strategy in various departments of the organization.
• Understand anger management.
• Convert an angry customer into a happy customer using the retention system.
• Positive interaction with angry customers.
• Promoting innovation and creativity in customer service.
• Using technology and digital solutions to improve customer service.
• Analyze trends and develop new solutions to meet customer needs.
• Leading the team and directing it towards outstanding customer service.
• Change management in customer service.
• Measure and evaluate customer service performance and improve it.
• Practical applications and discussions.