Overview

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This two-day workshop will allow you to explore your responsibilities as a leader (supervisor or manager) in a customer service environment. Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.

 

80%

63%

80% of customers say the experience a company provides is just as necessary as its products or services. (Salesforce)

SOURCE: Help Scout

 

63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (Salesforce Research)

SOURCE: Help Scout

 

Who is this program for?

It’s no longer possible to push customer service to the side and expect customers to be happy. People are more connected than ever, and that means they’re constantly sharing their experiences – both positive and negative. These days it’s important to focus on developing a strong customer service department with well-trained, dedicated agents who have the tools they need to do the job well.

The program is ideal for:

  • Receptionists
  • Waiters and Waitresses
  • Sales and Customer Service Employees
  • Call Centre Workers
  • Online Support Staff
  • Tradesmen.

 

Key Takeaways

  This program will enable you to:

  • How to identify ways to establish a link between excellence in customer service and your business practices and policies.
  • How to develop the skills and practices that are essential elements of a customer service-focused manager.
  • How to recognize what employees are looking for to be truly engaged.
  • How to identify who the customers are and what they are looking for. 
  • How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Modules

  • Session One: Course Overview

    Session Two: Six Critical Elements

    • Element One: A Customer Service Focus
    • Element Two: Defined in Your Organization
    • Element Three: Given Life by the Employees
    • Element Four: Problem Solving
    • Role Play
    • Element Five: Measure It
    • Element Six: Reinforce It
    • Measurement in Practice

    Session Three: Understanding Leadership

    • About Leadership
    • Understanding Your Comfort Zone
    • Managing Performance
    • Servant Leadership
    • Onboarding and Orientation

    Session Four: Five Practices of Leadership

    • Challenging, Inspiring, and Enabling
    • Modeling and Heart
    • Practices in Practice

    Pre-Assignment Review

    Personal Action Plan

    Recommended Reading List

     

     

     

     

 

What does the workshop include?

  • Instruction by an expert facilitator and international trainer
  • Small, interactive classes
  • Specialized manual and course material
  • Certificate of completion

Trainer/Faculty

Khalid AlQoud’s passion encompasses a spectrum of activities from both the corporate and social world. He has founded, led, and developed several local and international organizations, and yet remains to be an active member in numerous initiatives. Khalid is an international speaker, entrepreneur, a leadership expert and business consultant. His expertise was not left unnoticed, and for over 20 years he has been invited on several occasions to manage both private and government-supported events, as well as to speak in a public platform.

He is the founder and Chairman of AlQoud Foundation, CEO of AlQoud Enterprise, International Leadership and Coaching, Prince Events Management, and Natural Bites which are all located in Bahrain. He is also the co-founder partner and CEO of International Change Makers, International Leadership and Coaching in Kuwait, the founder and Chairman of Bahrain Corporate Social Responsibility Society, and a board member of the National Committee for Combatting Trafficking in Person appointed by the minister of foreign affairs of the kingdom of Bahrain and board member of Higher Advisory Committee for Technical and Vocational Education appointed by the minister of education of the Kingdom of Bahrain.

 

 

 

 

 

 

  • Certified Human Drive & Motivation Trainer  from Directive Communication International – Credited from America Institute of Business Psychology – 2019.
  • Certified Colored Brain Trainer/Consultant from Directive Communication International – Credited from America Institute of Business Psychology – 2019.
  • Certified in Dynamic Speaking and Facilitation from Directive Communication International – Credited from America Institute of Business Psychology – 2019.
  • Certified in Curriculum Development from Directive Communication International – Credited from America Institute of Business Psychology – 2019.
  • Certified Online Trainer from Directive Communication International – Credited from Global Trainers Federation – 2020.

Certificate

Upon successful completion of the workshop, you will earn a digital certificate of completion from the Global Trainers Federation and International Leadership and Coaching

 

Note: After successful completion of the online workshop, your digital certificate will be emailed to you in the name you used when registering for the workshop.