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Training for  Customer Service and Team Building Written by : Mostafa Ewees (PhD) Stanford, GUC Oxford English Academy –Egypt
[object Object],[object Object],[object Object],[object Object],[object Object],Plan of Attack
Importance of Training for Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How do customers evaluate service Quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],Reliability –  Deliver on Promises with dependability & accuracy Assurance -  Knowledge, courtesy, ability to convey trust, competence and confidence Tangibles -  Facilities appearance, comfort, look and feel of Marketing materials, etc. Empathetic -  Degree of caring and individual attention the customer receives Responsive -  Willingness to help promptly – without distraction
Reliability - The Service Promise ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assurance & Tangibles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Empathy & Responsiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Training for Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
5 Forbidden Phrases Nancy Friedman,  The Telephone Doctor ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Responsibility of Leadership ,[object Object],[object Object]
Teambuilding ideas ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Opportunities to Express ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Imagine how connected your employees will feel with their art on the wall . . .
Troubleshooting Training ,[object Object],[object Object],[object Object],[object Object]
Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions? Dina Fouda [email_address]

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Training For Customer Service And Team Building

  • 1. Training for Customer Service and Team Building Written by : Mostafa Ewees (PhD) Stanford, GUC Oxford English Academy –Egypt
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  • 16. Questions? Dina Fouda [email_address]

Notas do Editor

  1. Dr. Leonard Berry, Distinguished Professor and Researcher at Texas A & M University suggests the following Framework . . .