<table class="altawail-two-col" width="100%"> <tbody> <tr><!-- Column 1 --></p> <td width="47%"><strong>What will I benefit?</strong></p> <p>You will be able to acquire skills and knowledge that enable you to provide a distinguished service.</p> <p><strong>Course Objectives:</strong></p> <p style="text-align: right"><strong>At the end of this course, the participants should be able to</strong></p> <ul style="text-align: right;direction: rtl;margin-right: 19px"> <li style="text-align: right;direction: rtl;margin-right: 19px">Learn about the concept of the customer and its importance</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Define the concept of distinguished service and its importance to the organization</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Learn about the distinguished service requirements</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Effectively deal with customer complaints</li> </ul> <p><strong>Target Audience:</strong></p> <p>Sales and marketing personnel, managers, supervisors and administrators who deal with clients.</td> <p><!-- GAP Column --></p> <td width="6%"></td> <p><!-- Column 2 --></p> <td width="47%"><strong>Target Competencies:</strong></p> <ul style="text-align: right;direction: rtl"> <li style="text-align: right;direction: rtl;margin-right: 19px">Outstanding service</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Continuous development and improvement</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Creative Thinking</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Self-confidence</li> </ul> <p><strong>Course Methodology</strong><strong>:</strong></p> <p style="text-align: right"><b>This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:</b></p> <ul style="text-align: right;direction: rtl"> <li style="text-align: right;direction: rtl;margin-right: 19px">Practical, relevant case studies</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Group activities and workshops</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Related role plays</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Experiential learning</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Brainstorming</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Stimulating mental activities</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Engaging team competitions</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Suitable training Videos</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Presentations</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Self–assessments</li> <li style="text-align: right;direction: rtl;margin-right: 19px">Learning with Simulations and Games</li> </ul> </td> </tr> </tbody> </table>

<table class="altawail-two-col" width="100%"> <tbody> <tr><!-- Column 1 --> <td width="47%"><strong>Customers and their importance</strong> <ul> <li>Customer concept</li> <li>Customer concept</li> </ul> <strong>Service excellence concepts & importance</strong> <ul> <li>Service excellence concepts</li> <li>Service excellence characteristics</li> <li>Service excellence criteria</li> <li>Service excellence justifications & its importance</li> <li>International and local customer service certificates and awards.</li> </ul> <strong>Service excellence requirements</strong> <ul> <li>First: Management role: <ul> <li>Create Excellence Services Strategies</li> <li>Establishment of service excellence mindset & culture</li> <li>Developing policies and work procedures.</li> <li>Developing work environment</li> <li>Staying Customer focused</li> <li>Product or/and Services Excellence</li> </ul> </li> <li>Second: Employee Role <ul> <li>Gaining Compulsory Skills: <ul> <li>Excellence Performance Skills</li> <li>Communication Skills with Customers</li> <li>Skills of Fulfilling customers' needs and desires</li> <li>Skills of forming positive first impression</li> </ul> </li> </ul> </li> </ul> </td> <!-- GAP Column --> <td width="6%"></td> <!-- Column 2 --> <td width="47%"><strong>Service excellence requirements</strong> <ul> <li>Second: Employee Role <ul> <li>Important Characteristics <ul> <li>Self-confidence</li> <li>Managing the dialogue with customers according to their levels</li> <li>Empathy with customers</li> <li>Honesty and integrity</li> </ul> </li> </ul> </li> </ul> <strong style="font-family: inherit;font-size: inherit">Handling customer complaints & suggestions</strong> <ul> <li>Customer complaints concept</li> <li>Its importance</li> <li>Major Reasons of customers complaints</li> <li>Management & Employee role towards customer feedback & complaints</li> </ul> <strong>Dealing with the negative Customer Behavior to achieve excellence in services</strong> <ul> <li>The behavior: Aggressive/ Transcendent/ Cynical/ Opposer /Arrogant/ Nagger and Angry</li> </ul> <strong>Development & Continuous Change to achieve Excellence Services</strong> <ul> <li>Importance of continuity Development & Change for Excellence Services</li> <li>Developing Creativity thinking in delivering excellence service</li> </ul> </td> </tr> </tbody> </table>