Customer Service Training
A high-performance business starts with a high-performance workforce. Ethos Consultancy is helping organisations substantially increase their levels of customer satisfaction, customer retention and customer loyalty by ensuring their people have the right skills in the field of customer service. Whether it’s senior management working within customer strategy or training for operations, Ethos provides customer service training at all levels.
Customer service measurement techniques, such as mystery shopping and customer satisfaction surveys, help organisations accurately identify areas of weakness. Often these gaps are due to a lack of awareness and knowledge which can be addressed through implementation of a solid improvement strategy including customer service training. Unfortunately, many businesses stop at the measurement phase and fail to invest further. Customer service training is an essential part of improvement.
Ethos’ trainers analyse an organisation's performance, their objectives and their customers’ expectations in order to determine the most effective training plan and delivery method, whether it's classroom training, on-the-job training, leadership training or call centre training. Trainers have the experience and professionalism to train groups of all shapes and sizes, and in both English and Arabic.
Customer Service Training Programs
- Understanding Customer Needs
- Cross-Cultural Training
- Customer Retention & Loyalty
- Professional Telephone Behaviour
- Complaint Handling
- Customer Focused Approach
- Communications Skills
- Emotional Intelligence
- Selling Techniques
- Time & Stress Management
- Performance Evaluation & Providing Constructive Feedback
- Resolving Conflicts in Teams
- Managing Customers’ Expectations
- Managing Customer Experience
"Excellent training, customised & conducted by highly qualified professionals, great learning environment, attention to detail, measuring outcomes & proactive follow up is the journey drawn by Ethos Consultancy to Service Excellence. This is one of the enablers behind our success within the annual Bank Benchmarking Study" Leslie Fernandes, Assistant VP of Service Quality, FGB