Objectives 

· To identify the shape of the new organizational pyramid in contemporary administrative thought and to recognize that the client comes in the presidency of this pyramid 

· The realization that the customer desires, needs and expectations - is the real manager of the company and all the different administrative levels in the company working under his chair to meet his needs and satisfy his desires 

· Identify different types of customers or reviewers and understand their behavior and identify keys to ea and deal with them 

· Recognize the importance of customer care and the benefits of supporting relationships with them and providing participants with customer care.

 · Provide participants with the behavioral skills necessary to effectively deal with customers 

· Identify the concept, characteristics and types of services - and provide participants with some systems for selling services. 

· Training in outstanding service management techniques and skills 

· Train participants on the style of moments of honesty in dealing with customers 

· Providing a set of closing tips represents a working guide in dealing effectively with clients Who Should Attend? 

· Customer service staff 

· Customer Service Managers 

· All of them are related to customer service 

· Directors and Heads of Departments

Seminar Outline

 DAY 1 

· The organizational pyramid in contemporary thought 

· Customer concept

 · Evolution of customer interest 

· The client runs the company 

· How to connect between the client and the company 

· Leaing from successful companies

 DAY 2 

· Importance of Customer Importance of customer 

· Lab the importance of customers and how to deal with them 

· Exercise Why you differ with customers 

· You're the reason 

· Laboratory of Mutual Recognition 

· How to see yourself as a service provider 

DAY 3

 · What is excellence in customer service? Customer service excellence 

· Why we should pay attention to customers 

· What do customers want? What do customer wants? 

· What motivates the client to deal with a particular company? What motivates customers to deal with specific company? 

· A love exercise for your client is what you love for yourself 

· Exercise I will not go back to you 

· Our Constitution in dealing with customers 

· Vision, perceptions and values of Ford 

· How to strengthen our relationships with customers 

· Survey of the climate of excellence

 · Investigate your personality keys P a g e | 12 M221236 Page 12

 DAY 4 

· The concept of effective communication 

· Survey of listening art The art of listening to the customer 

· Feed summary in customer communication 

· Effective personal communication survey

 DAY 5

 · Common methods for measuring the quality of services Quality popular methods for measuring service 

· Measures of Number of Complaints Complains measuring 

· Satisfaction measuring measures

 · Gauges of the gap Servqual measuring 

· The actual performance measure is Servper measuring