Advanced Certificate in Customer Service Interviewing: Building a Customer-Centric Culture
-- ViewingNowThe Advanced Certificate in Customer Service Interviewing: Building a Customer-Centric Culture certificate course is a crucial program designed to empower professionals with the necessary skills to excel in customer service. This course highlights the importance of a customer-centric culture and its impact on business success.
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تفاصيل الدورة
• Advanced Interviewing Techniques & Empathy Building: This unit will cover the latest interviewing techniques to effectively understand customer needs, preferences, and pain points. Emphasis will be placed on building empathy with customers to create positive experiences.
• Active Listening & Effective Communication: This unit will focus on the importance of active listening and effective communication skills in customer service interviewing. Participants will learn how to ask open-ended questions, clarify information, and provide clear and concise responses.
• Customer-Centric Culture: This unit will delve into the concept of a customer-centric culture, its importance, and how it can be fostered within an organization. Participants will learn how to align customer needs with business objectives and create a customer-focused mindset.
• Handling Difficult Customers: This unit will cover effective strategies for handling difficult customers, including those who are angry, upset, or aggressive. Participants will learn how to de-escalate tense situations and turn negative experiences into positive ones.
• Data Analysis & Insights: This unit will focus on how to gather and analyze customer data to gain insights into customer behavior and preferences. Participants will learn how to use this data to improve customer service and drive business growth.
• Customer Experience Management: This unit will delve into the concept of customer experience management, including how to measure customer satisfaction, identify areas for improvement, and implement changes that will enhance the customer experience.
• Cross-Cultural Communication: This unit will cover effective cross-cultural communication skills for customer service interviewing. Participants will learn how to communicate effectively with customers from diverse backgrounds and cultures.
• Ethics & Professionalism: This unit will focus on the ethical considerations and professional standards that apply to customer service interviewing. Participants will learn how to maintain confidentiality, avoid bias, and uphold the highest standards of professionalism.
• Coaching & Feedback: This unit will cover effective coaching and feedback techniques for customer service interviewing. Participants will learn how to provide constructive feedback, set performance goals, and support the development of their team members.
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- إتقان اللغة الإنجليزية
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- 2-3 ساعات في الأسبوع
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