Customer Service Excellence


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SettecTheTrainingHouse

Online support is Available From 9:00 AM until 5:00 PM "Cairo Local Time" Except Fridays and Saturdays

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	A course designed for front office personnel and all staff dealing with customers to improve their ability to achieve customer satisfaction. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective.

	By the end of the workshop, you should be able to: Identify all the customers to your service Identify what your customers require from your service Plan your service so as to provide what the customer wants the core of quality Measure your performance against standards to achieve service excellence Customer Service Excellence Who is our customer What does he require How can we provide it (Quality) How can we improve (Excellence)


	Group introductions Opening remarks Course outline Who are your Customers? This session deals with issues related to customer identification including: Different kinds of customers The importance of develop different approaches kinds of customers Customer roles: Beneficiary Specified payer and participant Customer chains and the value of each employee in developing a customer value chain Being a good customer Day wrap up and participants' comments What your customers want This session focuses on the ultimate customers, the patients and deals with: Customers' needs Wants Choices Service users' requirements Feedback How to develop effective feedback mechanisms Handling complaints: How to handle customers' complaints Day wrap up and participants' comments Managing outcomes This session deals with the desired service outcomes and how to develop methods to measure to which extent they where achieved Service purpose Desired outcome definition User's participation Working across boundaries to achieve better customer service Exercise and Role playing Putting service excellence into real practice where participants will share in live exercise based on their newly acquired knowledge. Cases related to both front office and nursing personnel will be discussed Day wrap up and participants' comments Participants� feedback Certification



	The materials for the trainees will be in English.


	The language of instruction will be in English / Arabic

Companies operating inside Egypt
- 30 % discount for registration and full payment 2 Month before the date of the seminar.
- 20 % discount for registration and full payment 1 Month before the date of the seminar.
- 10 % discount for registration and full payment 15 Days before the date of the seminar.
- Send three participants and take the fourth for free.
- The fourth free participant will bare only the accommodation cost if registration is with accommodation.

Companies operating outside Egypt
- Save up-to � 9,600
- Enjoy a touristic program during our course period
- A car with a driver for all your transportation
- download the offer


	Payment should be before the seminar Egyptians: Cash or cheque in SETTEC�s name. Non-Egyptians: transfer to SETTEC in the following account: Bank name: Arab Bank Bank address: 41 Abdel Razek El Sanhory, Nasr City, Cairo, Egypt Swift code: ARABEGCXNSR Account name: SETTEC Account number: 5006 - 482189 - 417

Customer Service Excellence

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