IOSS is an Internationally accredited provider of versatile Industrial & Non-Industrial training and consultancy services offering high quality, practical support to our clients. Our training courses are designed based on local and international standards delivering industry best practices to our delegates.
The goal of IOSS training courses is to ensure that all individuals reach a certain level of competence to work more safely on-site, reducing the risk to themselves and others.
Quality and Management Training courses are designed to meet the requirements of modern industries and to provide knowledge and skills for understanding and preventing hazards in various fields.
The course will provide delegates with the knowledge of the practices of a world-class customer service provider, develop a customer-focused mindset for continuous improvement, identify key components, measure customer service standards and etc,.The courses are interactive and can be delivered in the language of your choice. Practical exercises and course materials are provided in accordance with special training requirements. Content can be localized to reflect the country or region in which the workforce will operate.
Participants must successfully complete a training course and assessment to ensure that they reach the required level of competence. Successful participants will then receive a certificate.
- How do customers define quality customer service?
- What are the benefits of providing world-class customer service?
- Breakout session: How to use customer service to increase customer satisfaction and loyalty
- Benchmarking exercise: Best and worst rated customer service companies
- Creating a positive first impression: What do your customers see and hear?
- Creating customer service ‘touch points’ to enhance the “customer experience”
- The WOW Factor: Going the Extra Mile to exceed customer expectations
- Does the 'customer experience' align with your organisation’s vision/mission statement?
- Identifying internal and external customer expectations
- The benefits of teamwork and mutual cooperation
- Teambuilding and leadership exercise
- Guidelines for customer and organisational confidentiality
- Dos and don’ts of written and electronic communication
- Empowering employees to better serve their customers
- Case study: Scandinavian Airlines customer service programme
- Establishing customer service satisfaction measuring and monitoring standards
- Best practices for recording and monitoring customer service issues
- The supervisor‘s role in service recovery
- The art of giving and receiving constructive feedback
- Negotiating win-win outcomes
- Managing emotions during stressful situations
- Strategies for working with difficult and demanding customers
- Your attitude makes a difference
- Stress management tips for maintaining peak performance
- The importance of personal development
- Setting SMART goals for continuous customer service improvement
- Practical exercise: What is your Action Plan?
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location IOSS/Client Venue
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Validity N/A
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Duration 5 days
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Language English, Russian, Azerbaijani
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Partipicants min 5 - max 10
