At the end of this course, the participants should be able to:

• Learn about the concept of the customer and its importance
• Define the concept of distinguished service and its importance to the organization
• Learn about the distinguished service requirements
• Effectively deal with customer complaints

Customers and their importance

• Customer concept
• Importance of customer

Service excellence concepts and importance

• Service excellence concepts
• Service excellence characteristics
• Service excellence criteria
• Service excellence justifications and its importance
• International and local customer service certificates and awards.

Service excellence requirements

• First: Management role:
  • Create Excellence Services Strategies
  • Establishment of service excellence mindset and culture
  • Developing policies and work procedures.
  • Developing work environment
  • Staying Customer focused
  • Product or/and Services Excellence
• Second: Employee Role
  • Gaining Compulsory Skills:
    • Excellence Performance Skills
    • Communication Skills with Customers
    • Skills of Fulfilling customers' needs and desires
    • Skills of forming positive first impression
  • Important Characteristics
    • Self-confidence
    • Managing the dialogue with customers according to their levels
    • Empathy with customers
    • Honesty and integrity

Handling customer complaints and suggestions

• Customer complaints concept
• Its importance
• Major Reasons of customers complaints
• Management and Employee role towards customer feedback and complaints

Dealing with the negative Customer Behavior to achieve excellence in services

• The behavior: Aggressive/ Transcendent/ Cynical/ Opposer /Arrogant/ Nagger and Angry

Development and Continuous Change to achieve Excellence Services

• Importance of continuity Development and Change for Excellence Services
• Developing Creativity thinking in delivering excellence service