Excellence in customer service

About the course

This course aims to develop employees’ skills in dealing with visitors and patients with excellence and professionalism by enhancing communication skills, understanding personality types, and providing high-quality service.

Course objectives:

· Understand the basics of excellence in customer service.

· Develop effective communication skills.

· Learn strategies for dealing with different personality types.

· Improve listening, speaking, and persuasion skills.

· Overcoming communication obstacles.

· Build a positive and impactful review experience.

Course Outlines:

Unit 1: Introduction to excellence in customer service

· Definition of service excellence and its importance.

· The impact of service quality on customer satisfaction.

· Required characteristics of auditor service employees.

Unit 2: Basic communication skills

· Types of communication and its elements.

· Johari model of communication.

· Keys to distinguished service (training, understanding, desire, patience)

Unit 3: Understanding and dealing with personality types

· Different personality types among reviewers.

· Strategies to deal with each style effectively.

· How to deal with difficult clients.

Unit 4: Effective communication skills with auditors

· Building a positive impression on patients and visitors.

· Common communication mistakes and ways to avoid them.

· Steps for good listening and effective speaking skills.

Unit 5: Communication obstacles and how to overcome them

· Personal and linguistic obstacles.

· The effect of non-verbal communication (body language).

· Overcoming misunderstandings and poor reception of messages.

Unit 6: Persuasion skills and influencing reviewers

· Effective persuasion strategies.

· Attitude control and problem-handling skills.

· How do you get reviewers to listen to you?