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.

• Introduction to Customer Service
  • The concept of customer service and its importance
  • The difference between good customer service and excellent experience.
  • The impact of customer service on the success of organizations.
  • Principles of excellence in customer service
  • The basic characteristics of an outstanding customer service employee.
  • The importance of customer orientation.
• Effective communication skills
  • Customer communication strategies
  • The art of active listening.
  • Using appropriate body language.
  • Dealing with different types of customers
  • Analyzing different personalities.
  • Adapting communication methods according to customer needs.
• Innovation in customer service
  • Creativity strategies in customer service
  • Creative thinking in providing services.
  • How to develop innovative solutions to customer problems.
  • Providing unique customer experiences
• Managing complaints and improving relationships
  • Strategies for dealing with complaints
  • Effective steps to address complaints.
  • How to turn a complaint into an opportunity.
  • Building sustainable relationships with customers
  • The importance of follow-up and continuous communication.
  • Strategies to enhance loyalty.
• Measuring and analyzing customer satisfaction
  • Key performance indicators (KPIs) in customer service.
  • Using surveys and feedback to improve service.
  • Continuous improvement in customer service
  • How to apply customer satisfaction measurement results.
  • Developing an action plan to improve the customer experience.