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Customer Engagement

Start Date: | Duration : days | Price : 4500 AED

It is extremely important that persons working in direct contact with the customer or guest, understand that their relationship with every customer - every time they interact with every customer - can make ALL the difference in the quality of the total experience the customer will walk away with.

Effective Customer Engagement should create memories that are long-lasting and positive; so as to build long-term relationships with our customers so they will return and they will recommend us to friends/family.

  • It’s not always easy to achieve service harmony.  Sometimes one difficult customer can take up a completely disproportionate amount of time and energy. This workshop will aim to develop participants' understanding in proactively solving customer problems and anticipating their needs by providing them with services in advance of their request
  • Proactive Customer Engagement focusses on the importance of ‘Never saying NO’ as a first response to customers request and being confident to offer alternatives. There will be many group exercises for everyone to take part in altogether making this session educational, fun and very active

By the end of this course, participants will be able to:

  • Understand what ‘good service’ really is and why it is important
  • Understand their very vital role in the overall profitability of the business
  • Interact with customers more positively, proactively and efficiently
  • Use the telephone as an effective customer engagement tool
  • Handle complaints calmly and professionally

Who will benefit from attending?

  • All associates who interact directly with customers, either face-to-face or via the telephone
  • Associates who wish to sharpen their efficiency at customer engagement and take their professional skill to the next level
  • Associates who are keen to work on creating magic moments and long-lasting memories for their customers 

What is ‘Service’? Why is it Important?

  • The definition of good service
  • How does good service make you feel?
  • Good vs GREAT Service – how do we get there?

The Customer

  • Why is the customer important?
  • Internal and External Customers
  • What image do we give to the Customer

Communication for Engagement

  • Body Language and Tone
  • Cross Cultural Communication
  • Using Engaging Language for Customer Retention

Telephone Skills for Engagement

  • Key principles and techniques
  • Practice and Situational Role Play

Customer Recovery

  • Pro-Active and Reactive Stages in Handling Complaints
  • Types of Complainers
  • Own the Problem - Follow-Up and Follow Through

Develop Magic Moments

  • Examine Customer Journey and create ‘magic’ that will form long lasting relationships with your customers

Business benefits

  • Improved customer return and retention
  • Improved associate efficiency when dealing with complaints and challenging customers
  • More confident and motivated associates, as a result of new skills and techniques

Personal benefits

  • More confidence to initiate interaction with customers
  • Ability to manage customer recovery efficiently, leading to increased customer retention
  • Increased self-confidence in professional role
  • Personal learning plan to support application and consolidation of key learning on-the-job

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