Business Training Customer Service Courses in Dubai

Course Details

Call centre is a centre of any organization where people or their staff can receive and make calls to their customer to assist on their queries, inform about the product or sell their product.

Course Details

We always focus on the complete educational development of the students. Time-tested study materials, designed by experienced professionals are provided to the students. Intensive practice sessions are made available here for the best benefit of the students.

Course Details

We always focus on the complete educational development of the students. Time-tested study materials, designed by experienced professionals are provided to the students. Intensive practice sessions are made available here for the best benefit of the students.

Course Details

Learn to:

• Follow proper telephone etiquette and create a great first impression on callers with an upbeat energetic and cheerful tone.
• Gain practical tips on handling the most important issues related to professional workplace attire.
• Follow key guidelines of proper written communication etiquette.

Course Details

By attending this course, individuals will be able to:

• Developed skills in engaging with customers and handling their enquiries effectively
• Listened effectively, asked questions and summarised to respond fully to a customer request
• Identified ways they can add value to customer relationships and exceed expectations
• Practised how to turn customer service disappointment into a positive experience

Course Details

By attending this course, students will be able to identify ways to establish links between excellence in customer service and your business practices and policies. They will develop the skills and practices that are essential elements of a customer service.

Course Details

We offer the following programs:

• Telesales
• Presentation Skills Workshop
• Motivating Your Sales Team Workshop
• Customer Service Workshop
• Business Writing Workshop

Course Details

• Demonstrate a customer service approach
• Understand how your own behaviour affects the behaviour of others
• Demonstrate confidence and skill as a problem solver
• Apply techniques to deal with difficult customers
• Make a choice to provide customer service

Course Details

Well experienced Airline and Airport handling professionals who will guide you through the modules. Provide complete guidance, support, and mentoring. These Modules have been prepared by aviation trainers from UK and Corporate Travel Mangers from Multinational companies.

Course Details

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical three-day workshop.

Course Details

Course overview

The globalization is the integral part of our today’s world, and it keeps expanding into all essentials of business and life. Knowledge on how to operate in our highly multicultural planet is crucial for the success of any modern business or government entity. To meet this target, the knowledge on the key differences and specificities of cultures and cross-cultural communications is the absolute must.

This course highlights the particulars of multicultural relations, the importance of adjusting strategy according to the surrounding environment and the best practices to succeed in providing the excellent customer experience in a particular market as well as for growing globally. Course sessions provide the expertise on CX Management in the multicultural environment and the innovative tactics for structuring and setting the best standards for CX team. We review the top practices to implement for solid enhancement in companies’ achievements in our multicultural world.

Explore the key focus areas that help you as the professional to build the truly client-oriented organization in the multicultural environment. You gain the knowledge on:

• Present trends and development of the multicultural environment
• Provide excellent level of internal and external multicultural CX
• Recognize the Influence of globalization and its potential benefits
• Know the specifics of multicultural digital psychology and experience
• Possess the expert knowledge to apply the best available standards

Course Content

• Essentials of Customer Experience and its growing value and Importance
• Understanding particulars of Multicultural internal and external Customers
• Overview of Cross-Culture environment specifics in terms of CX
• Consumer Experience Management (CEM) complexity in Multicultural Environment
• Influence of Globalization and studying related changes in Clients Expectations
• Compulsory elements to define the perfect Client Experience Strategy
• Customer Experience dependency on Business Type and Corporate Culture
• Setting the correct limits for your exposure to International Environment
• Discovering top reasons why certain level of CX is central for Every Industry
• Expectations in Client Service & Experience in multicultural Digital Environment
• Key points for successfully delivery of Cross-Cultural Client Experience
• Setting Standards for CX Excellence under specific elements of various Cultures
• Seeing and collecting data on Service Level from Clients Point of View
• Praxis points on provision of best Multicultural Consumer Experience
• Key facts in adapting Standards and potential Pitfalls and Risks of Implementation
• Successful praxis of transnational companies & examining business cases
• Your Personal Action Plan upon Course Completion and guidance checklist

What will you gain

This Atton Institute course provides the certified professional status on the challenging multicultural environment and equips you with the ability to:

• Understand how globalization influences customers’ needs and expectation
• Implement the international CX standards to outperform the competitors
• Acquire the unique skillset that helps your career in any multicultural environment
• Explore the specifics of multicultural consumers and how to apply right CX principles
• Study the crucial elements of Client Experience management to succeed
• Apply the distinct elements of digital experience for your international clients
• Master the channels of delivering the perfect cross-cultural consumer experience
• Know how to maximize profits via introduction of multicultural CX consistency
• Develop strong understanding on various elements of Multicultural Environment
• Establish and implement company standards for getting ready for global extension
• Use best CX praxis for multicultural customers to attain loyalty and happiness

Course Details

Course overview

People demand product and service quality whereby the businesses and customers can see it very different. Due to countless types of products, price categories, national expectations and other elements it may be challenging to monitor and measure if and how customer requirements are met. However, it does not free any entity from meeting client’s expectations, just the opposite – it must always be the highest priority.

The financial and other benefits of improvements in consumer experience are so significant that client experience measurement has become the special area of expertise. The results of customer experience measurement form key indicators for defining and improving service quality and setting the steps to be taken. This Atton Institute course pays particular attention to the data which reveals the facts on how to delight customers by enhancing the overall Client Experience using the best available tools. Such tools and data provide the best ideas on how to deliver the service and CX which are absolutely unique!

Grasp the ABCs of CX in the modern business world and take a look on how to extend further your professional skills:

• Know key principles of perfect CX and how to apply it in a company
• Understand the needs and expectation of your customers
• Structure plan and processes flow around consumers centricity principle
• Benchmark your entity and recognize where to start with the changes
• Explore the key data that you need to permanently measure and monitor

Course Content

• ABCs of Customer Experience and how it leads to triumph of a company
• Understanding your buyers and how to Meet and Exceed their Expectations
• Top reasons why Clients expectations must be Measured and Analysed
• How to Measure and Monitor the gap between Client Needs and Expectations
• Exercise of using Affinity Diagram for gaining insights into the scope of Service Quality
• Improving standing and Key Principles of Client Experience (CX) and service continuity
• Consumers Expectations changes - why and what shall be done to Adjust Timely
• Best practical Methods to monitor and be fully aware of Changing Expectations
• Guide on delivering great Customer Experience via Client Centric Culture
• Developing and implementing Consumer Centricity as the main Differentiation Point
• Analysing and eliminating the Difference between Client Expectations and Experience
• Benchmarking and using right CX Metrics for your company
• Practical business case of Measuring and Monitoring Customer Experience
• Consumer Experience and direct link to ROI and stable and loyal Client Base
• Activities to perform to improve Client Experience Management (CEM) metrics
• Conclusions and putting into action key points of the course

What will you gain

On the course which is particularly dedicated to CX monitoring you study and obtain professional skills on how to:

• Develop customer-centric culture based on clients’ expectations
• Explore your present CX standing through benchmarking with other organisations
• Utilize the skills which are exceedingly valuable for career and professional growth
• Outline strategy for bringing together customer expectations and customer experience
• Apply market research methods to measure effectiveness of customer experience
• Develop corporate culture of prioritizing and safeguarding customer loyalty and retention
• Use customer service to monitor expectations on product or service delivered
• Measure and monitor team competence to deliver superior customer service and
• Enhance with the skills obtained in this course the overall CX level in your company
• Design and apply customer feedback systems, including survey questionnaires
• Engage skills for execution of action plan to improve ROI and customers loyalty

Course Details

This course introduces delegates to the core principles of customer services. By employing the gained skills and adopting the learned right attitude the delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

Course Details

Course overview

Customer Experience (CX) means the outcome from the interaction between company and its clients. The quality of clients’ interaction with a company defines the general business image and reputation. Due to its clear importance Customer Experience has become the critical element that can result success or failure in the existing business environment.

In this course, participants study all the professional insights on the best praxis of Buyer Experience Management. The course covers all the fundamental topics on how to understand the needs and expectations of your consumers, the overall role of CX along with specific issues such as how to achieve loyalty and happiness and to deliver the outstanding digital experience. It also provides the skills to act in the multicultural global environment. This course is perfect to gain the wide-ranging overview and knowledge on Shopper Experience and all its important elements.

On the course you will also gain the professional knowledge and endorsed skills on:

• Understanding your customers and their expectations
• Developing and Setting Winning Client Experience praxis
• Improving Consumer Journey standards and process flow for
• Setting best praxis on customers satisfaction and loyalty
• Practical implementation of CX and results assessment

Course Content

• Essentials of Customer Experience and its Impact on different companies
• Understanding and meeting your Consumers Needs and Expectations
• Role and requirements of Client Experience Management (CEM)
• Exposing the reasons and consequences of Consumers Behaviour Changes
• Right designing of Client Experience determined by type of Business
• McKinsey method of Client Experience Measurement Pyramid
• Defining and setting Professional CX benchmark for your company
• Improving Customer Journey to achieve the excellent Customer Experience
• Programs of Happiness and positive attitude Worldwide and in the UAE
• Consumers Happiness initiative in Private and Government sectors
• Predicting the future of Digital CX and Smart Technologies
• Central principles of providing the Excellent Multicultural CX
• Setting high Standards of Buyer Experience for Modern Business
• Competent evaluation of our company CX from Client point of View
• Guide on the Efficient Methods to Deliver Unforgettable CX
• Analysing Business Cases and best Praxis of International Companies

What will you gain

Upon attending this short and intensive course of Atton Institute you learn how to:

• Establish the right balance of customer experience and business policies
• Study what customers really want from your company and your CX team
• Boost your career with the Endorsed Professional knowledge that supports you
• Identify strategy to create remarkable client experience internally and externally
• Master ways and techniques to deal with clients` expectations and wants
• Develop a Consumer Journey which is perfectly adapted to the company structure
• Improve professional strategy for implementing requirements for happiness
• Develop programs that help to increase loyalty customers and retention rate
• Work in multicultural environment with the maximum efficiency and expertise
• Enhance the ranking of the company on the market by providing excellent CX
• Know up-to-date on the latest global CX trends, facts and challenges

Course Details

Course overview

One of the main reasons why businesses may succeed or fail is the quality of service they provide to their customers. Service Quality standards mean satisfying the needs and requirements of clients and keeping them coming back. This results continued success in the form of efficiency of marketing, increase in sales, established market share, motivated employees and solid revenue growth.

The objective for any organization shall be to know the level of service your clients want and to be able to satisfy these wants. Proficiency in service quality makes customers of a company or a non-commercial entity truly happy and loyal. This course Atton Institute studies the core elements of client satisfaction and how to identify and prioritize customer needs. It explores the importance of setting and meeting consumer expectation to safeguard entity image, performance and sales.

The course covers specific topics that expand the knowledge and competency on mechanisms of Customer Satisfaction and Service Quality, and reveals how to:

• Utilize the concept of meeting and exceeding clients expectations
• Develop insights on Consumer Satisfaction via customer scorecard
• Reveal the right facts of delivering the Client Satisfaction
• Know the significance of professional skills for overall success
• Apply professional methods to monitor clients satisfaction

Course Content

• Recognizing the needs and expectations of internal and external Customers
• Concept of meeting and exceeding Expectations to achieve best Service Quality
• Changing environment of Consumers Expectations and Wants and future outlook
• Service Quality challenges and its influence on your Company and your Workplace
• Company performance and its direct interrelation with Service Quality
• Introduction of Service Quality Management on all Company Levels
• Service Quality tools & techniques: practical approach to Excellent Service Quality
• Six Sigma Management Guide as the evidenced strategy to Improve Performance
• Customers Satisfaction as the great tool to increase Product or Service Value
• Importance of Consumer Satisfaction and monitoring and developing its Insights
• Competency to hear and respond to the Voices of your Customers & Case Studies
• Creating effective Client Service ‘touch points’ within your Company
• Team skills and emotional intelligence to deliver outstanding Consumer Satisfaction
• Client Satisfaction Leadership Management within Client - Focused companies
• Competency of measurement and monitoring Customer Satisfaction level
• Client Satisfaction and Retention and its role in the overall Company Success
• Developing practical implementation Plan using Latest Tools and Techniques

What will you gain

The course delivers highly valuable knowledge and skills on various aspects of client satisfaction, and upon its completion you would be able to:

• Recognize the relationship between service quality and customer satisfaction
• Develop understanding of internal and external customer expectations
• Get great prospect for career growth via evolution of your professional competencies
• Understand the importance of Customer Satisfaction for your organization
• Build strong client relationships that increase your organization`s standing
• Implement efficient Client Satisfaction management structure and system
• Learn buyer satisfaction measurement tools and techniques
• Understand the modern ways and means to improve the customer satisfaction
• Set high customer service standards that increase profits and ROI
• Build excellent Client centric culture to achieve great personal growth
• Improve customer satisfaction and service quality with detailed plan

Course Details

Course overview

Call Centre is essential and crucial part of any growing and ambitious company in the modern business world. Despite the availability of new channels of interaction with customers - social media and alike, the phone is still one of the best tools to make your clients hear you and vice versa. That`s why professional call centre operations manager plays such a significant role.

This course provides all required techniques, skills and tools for successful fulfilment of call centre Operations Manager Duties. Participants get certification on the possession to apply best and newest practices and to set high standards of up-to-date call centre operations. The course studies the importance of qualified and well-managed team and the advanced methods of HR management to achieve best day-to-day working environment and high level of efficiency. We expose the insights of the best and systematic approach for the achievement of call centre operations Excellency.

Beside the benefits mentioned participants study the areas of various additional competencies that are part of the today’s professionalism, and these include:

• Standards, prerequisites and central elements of successful contact centre
• Exploring the structure for operations for the best-performing call centre
• Looking closer at customer expectations to improve main work processes
• Bring the etiquette and communication skills of your team to perfection
• Know the ways to optimize costs and increase performance of a call centre

Course Content

• Call Centre definition, responsibilities, services, and tasks
• Classification of Contact Centres and authentication of its main Essentials
• Critical structure and elements of the Successful Call Centre Operations
• Understanding the standards for Customer Service Excellence for Contact Centre
• Efficient tactics and norms to manage Internal and External Clients Expectation
• Call Centre operations as an Independent department and as Part of a Company
• Must-have Equipment and Technologies for contemporary Call Centre
• Contact Centre Communication and Etiquette Essentials for maintaining Efficiency
• HR Manager job role, tasks, and responsibilities for Contact Centre Management
• Training and Professional Development of new and existing employees
• Call Centre Operational Costs Structure and solutions for Efficiency Optimization
• Increasing overall Efficiency while keeping Customer Service quality in Vision
• Primary components for successful Management of Contact Centre Excellence
• Aspect of Teamwork, Communication Skills and interpersonal Skills in Call Centre
• Contact Centre Operational Efficiency and selecting and right Data and Metrics
• Revising guidance and tips on how to implement the course knowledge in Praxis

What will you gain

The Atton Institute Certification as the Manager for the Call Centre operations lets you:

• Achieve and systematically maintain operations excellence of a Call Centre
• Boost your career by improvement of your professional skills as call Centre Manager
• Improve the level of client service and impact the overall customer experience
• Increase contact center financials and key effectiveness performance indicators
• Study processes to be implemented to achieve constant quality level
• Possess practices making customers phone interaction to be the positive experience
• Overcome stress and be confident in handling any difficulties with professionalism
• Know the best HR practices that positively impact your team management results
• Discover the keys to building successful employees motivation and retention plan
• Know the best contact center latest tools, equipment and technologies
• Be able to make the Call Centre achieving the outstanding results for your client

Course Details

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue.

The course’s approach to customer service is unique, as it includes the performance management dimension.

Course Details

Customer Service is one of the largest, popular and rewarding job functions in the world and is an essential part of all business. Effective customer service very often can define an organization and plays a key role in its success or lack of it. Our comprehensive and updated customer service training program equips the participants with all the essential skills and competencies, to become a high performing Customer service professional.

Who is this training for?

• All current Customer service professionals who wish to improve and enhance their customer service skills and advance their careers.
• All aspiring candidates who wish to join customer service sector as their chosen profession

Objectives

• Understand and explain the role and importance of effective customer service for Businesses and organizations
• Understand and acquire a set of inter-personal and professional skills including positive attitude, assertiveness, self-motivation, self-confidence etc.., so as to deliver excellence in customer service delivery
• Learn and acquire effective communication skills including listening skills so as to deliver excellence in customer service delivery.
• Learn and acquire strategies and techniques to deal with difficult customers and situations and also manage stressful situations.
• Understand the concept of customer experience, adding value, and exceeding customer expectations.

 Topics Covered

 Define customer service and the concept of customer service standards and excellence.

• Concept of internal and external customers, Role and responsibility of customer service professionals
• Benefits of providing excellent customer service, concepts of returning customer and referrals.
• Defining customer loyalty and retention, Concept of customer retention rate CRR and its impact on overall business.
• Essential inter-personal skills for customer service professionals- positive attitude, self-confidence and motivation, assertiveness, enthusiasm, empathy, etc.
• Communication skills – the role of voice tone, clarity and pace, Importance of asking the right questions, and the concept of anticipation and being non-judgmental.
• Usage of words and phrases that generate calmness and trust and avoiding words and phrases that creates negativity. Concept of What to say Vs How to say
• Effective body language and listening skills.
• The 5 essential factors of customer loyalty- Convenience, CS expectation, CS experience, Personal touch and Rewards
• Effective time management techniques for CS professionals.
• Dealing with difficult people and situations, Managing stress and conflicts, Understanding defined escalation points.

Course Details

Do you impress your customers every time you interact with them? You must go beyond simply delivering your product, and develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations, exceeding them every single time.

How do you provide your customers exceptional customer service that exceeds their expectations every time? This fun and engaging Customer Service Training course from Quintessential 4Media teaches you the skills needed to turn your customers into “raving fans” who buy from you again and again.

Whether you are a business owner or a person who wants to improve your retail/personal engagement and gain competitive advantage, Q F M Training Customer Service Training could be the ideal solution.

Who is the programme for?

This class is for service industry professionals who want to maximise their efficiency, develop better customer skills, and increase their value. The focus of Improving Customer Service is to increase repeat business because of customer satisfaction and referral.

Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For phone staff and client-facing service personnel, these areas of development will be very beneficial.

During this training course, you will learn how to carry yourself professionally by building knowledge of customer service.

By the end of this training course, participants will:

Course content

By the end of this one-day course, the participants will have:

• Adopted a consistent, professional style when speaking with customers
• Developed skills in engaging with customers and handling their enquiries effectively
• Listened effectively, asked questions and summarised to respond fully to a customer request
• Identified ways they can add value to customer relationships and exceed expectations
• Practised how to turn customer service disappointment into a positive experience

Course Overview

• Defining Customer Service
  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises facilitated group discussion
• Handling customer enquiries
  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration facilitated group review, pairs exercise with group review
• Establishing customer needs and responding to requests
  • Questioning
  • Active listening – including taking notes
  • Summarising
  • Practical exercises in pairs and trios with group discussion
• Handling work based customer requests
  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback
• Service recovery
  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review
• Complaint handling practice
  • Practice brief
  • Practice sessions
  • Complaint handling practice sessions with feedback, group review
• Building customer relationships
  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flip chart exercise in small groups, group review
• Applying the learning and next steps
  • Review of learning and action planning
  • Course feedback

Read the full description of the course modules.

·         Free Parking

·         Certificate of completion

·         Lunch and Refreshments

Assessment and certification

All participants will receive a certificate of attendance from the Q F M Training listing the modules of the course. The Professional Diplomas will be issued and provided to you upon completion of the course.

Course Details

During the last few years, Customer Service Excellence has become one of the essential competitive advantages of companies which can use it to be differentiated in the market and provide superior services to clients, in order to exceed customers’ expectations. Therefore, anyone involved in Customer Service in the organization needs to know how to deal with customers in difficult situations, how to respond to their requests or concerns, how to manage their expectations and how to solve their problems. This workshop is designed to exchange international standards and best practice knowledge through applying different training techniques, like relevant case studies, games, workshops and exercises, which will simply enable you to provide a positive and memorable experience to your customers. In addition, it will help you and your company rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

Course Details

Dubai is a great city, and hospitality is great production in Dubai.This course will allow a student to deal with customers of 5 stars hotels and others.It will help students to understand  customer needs and how to deal happily and interview successfully.If someone is willing to make their career in Hotel and Hospitality industries then this is the best course for them.

Course Details

A customer service executive should also have proper communication skills in order to understand the complaints and provide appropriate and easy solutions. In this training program the students are trained to develop skills that are necessary to work as a customer service professional.

Course Details

Now a days in the era of intense competition and rapid technology changes, effective customer service means real increases in the revenues of a company. Every organization tries to offer better customer service than the others. This Program primarily focus on building critical skills needed to be a professional focused on delivering excellence and generating a high performance culture.

Course Details

Customer service and satisfaction is one of the vital goal that each and every organization should have and follow. In this training program, the several areas in which the students are trained in are computer skills, organizational skills, effective communication, analyzing capability and other related skills.

Course Details

Call centers are an important part of the present business world. It involves millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Our training mainly focuses on 3 main regions that are :

• Customer service training.
• Telesales training.
• English accent training.