Customer Service Course in Dubai

Customer Service Course in Dubai

The CBP Certification Program

The Certified Business Professional Program is an international industry credential that validates and develops the business professional. The typical candidate is a professional who is in pursuit of excellence and is committed to surpassing all standards for the business professional. The CBP program establishes a foundation-level, industry-neutral, certification for business professionals enabling employers and the candidate to have a platform to develop the CBP for targeted positions within corporations. The CBP also develops important life-skills that transcend the work environment into many aspects of living.

The workshops, lectures, simulations and hands-on sessions provide the training and learning environment to maximize the candidate’s potential. The certification examination measures the skills and knowledge learned from the program.

The program was developed by industry-wide and cross platform job task analysis, and by consultation with key industry representatives, to ensure the program’s effectiveness and applicability. This ensures that the candidate is exposed to functional business tasks and gains practical exposure to the work environment.

TABLE OF CONTENTS

Module 1: Introduction to Customer Service

What is Customer Service?

Developing a Customer-Centric Mindset

Who are your customers?

Internal Customers

External Customers

When and Where Does Customer Service Take Place

The Need for Customer Service

          Rewards

          Penalties

What Does Customer Service Mean to You?

          Unpleasant Experiences       

          Satisfying Experiences

Developing a Customer Friendly Attitude

          Evaluation

Excitement is Contagious

Module 2: Communication Skills

Developing Effective Communication Skills

Non-Verbal Communication Skills

Body Language

Key Body Language Aspects

Verbal Communication Skills

Choice of Words

Tone of Voice

Ten Choice of Words

          May I

          Please

          Thank You

          The Close

          Being Positive

Tone of Voice

          Inflection

          Energy          

          Volume

          Pace

Presenting a Professional Image

          Appearance

          Dress

          Grooming

Module 3: Customer Analysis: Knowing Your Customer

Knowing Your Customer

Customer Expectations

Assertive – Result-Oriented

Analytical – Detail-Oriented

Amiable – People-Oriented

Dominant Behavioral Style

          Your Score

Module 4: Calming Upset Customers

Calming Upset Customers

What makes Customers Upset?

Avoiding Upsets

What Can You Do to Avoid Upsets?

5 Key Steps to Calming Upset Customers

Step 1: Listen and let the customer express themselves

Step 2: Respond POSITIVELY, not negatively

Step 3: Empathize with the customer

Step 4: Determine a customer-acceptable solution to the problem

Step 5: Don’t forget to follow-up – Very important!

Calming Yourself

          What to Do When You are Upset

Module 5: Telephone Customer Service

Telephone Customer Service

Mastering The Telephone

Mastering the Technology    

Practice

Answering The Telephone

Creating a Positive First Impression

Professional Greeting

Active Listening

Putting Callers on Hold

Transferring a Call

Taking a Message

Voice Mail

Closing the Call

Module 6: Internet Customer Service

Internet Customer Service

The Internet Customer

E-mail

Email Communication Guidelines

Online Chat

Online Chat Guidelines

Online Chat – Scripted Responses

Introduction

Placing a Chat on Hold

Closing a Chat Session

Additional Customer Care Channels

Websites

Knowledgebase

FAQ

Auto Responders

Customer Online Support

Module 7: Time Management Strategies

Time Management Strategies

Time Management

Taking Control of Your Time

Time Analysis: Task Identification

Task Analysis

          Need            

          Personal Suitability

          Efficiency

Task Prioritization     

          Relative Importance

          Time Frame

Time Wasters

Module 8: Stress Management Strategies

Stress Management

What is Stress?

What Causes Stress?

Stress Symptoms

What Can Be Done To Manage or Even Eliminate Stress?

          Do Something That You Love

          Don’t Feel Responsible For Solving Every Situation

          Have A Hobby

          Rest, Take That Vacation      

          Exercise

          Be Organized

          We All Make Mistakes                    

          Be Positive

Module 9: Disability Etiquette

Disability Etiquette

Basic Disability Etiquette Practices

Courtesies for Wheelchair Users

Courtesies for Blind or Visually Impaired

Courtesies for the Deaf

People with Speech Impairments

Module 10: Multi-Cultural Challenges

Multi-Cultural Etiquette

Examples of Cultural Insensitivity

Cultural Differences and their Effect on Business Etiquette

Cultural Highlight: United Arab Emirates (UAE)

Cultural Highlight: China

Cultural Highlight: India

Secretarial course in Dubai

Executive secretarial course in Dubai

Multi-Cultural Challenges

The Certified Business Professional Program is an international industry credential that validates and develops the business professional. The typical candidate is a professional who is in pursuit of excellence and is committed to surpassing all standards for the business professional. The program establishes a foundation-level, industry-neutral certification for business professionals enabling employers and the candidate to have a platform on which to develop the  for targeted positions within corporations. The also develops important life-skills that transcend the work environment into many aspects of living.

The workshops, lectures, simulations and hands-on sessions provide the training and learning environment to maximize the candidate’s potential. The certification examination measures the skills and knowledge earned by the program.

The program was developed by industry-wide and cross platform job task analysis, and by consultation with key industry representatives, to ensure the program’s effectiveness and applicability. This ensures that the candidate is exposed to functional business tasks and gains practical exposure to the work environment.

 Secretarial course in Dubai

TABLE OF CONTENTS

Module 1: Introduction to Business Etiquette

Introduction to Business Etiquette

The ABCs of Etiquette

Developing a Culture of Excellence

The Principles of Exceptional Work Behavior

What is the Role of Good Manners in Business?

Enduring Words

Module 2: Greeting and Introduction

Guidelines for Receptionists

Making Introductions and Greeting People

Greeting Components

The Protocol of Shaking Hands

Introductions

Introductory Scenarios

Addressing Individuals

Module 3: Meeting and Board Room Protocol

Guidelines for Planning a Meeting

Before the Meeting

On The Day of the Meeting

For the Chairperson

For Attendees

For Presenters

Module 4: Business Ethics

Ethics in the Workplace

The Challenge of Business Ethics

Creating an Ethical Compass

Business Ethics Advantages

Ethical Issues

Preventing Sexual Harassment

Conflict Resolution Strategies

Choosing the Appropriate Gift in the Business Environment

Module 5: Entertaining Etiquette

Planning a Meal Meeting

Issuing Invitations

Business Meals Basics

Basics of Table Etiquette

Holding and Resting Utensils

Business Dining Etiquette

Multi-cultural Highlight: Japanese Dining

Specific Food Etiquette Guidelines

Module 6: Telephone Etiquette

Cell Phone Etiquette

Telephone Etiquette Guidelines

Mastering the Telephone

Answering the Telephone Courteously

Active Listening

Putting Callers on Hold

Transferring a Call

Screening Calls

Taking a Message

Voice Mail

Closing the Call

When Making Calls

Handling Rude or Impatient Callers

Module 7: Internet and E-mail Etiquette

Internet Usage in the Workplace

E-mail

Netiquette

Online Chat

Online Chat Etiquette Guidelines

Module 8: Business Attire and Professionalism

Business Style and Professional Image

Dress Code

Guidelines for appropriate business attire

Grooming for Success

Multi-cultural Dressing

Module 9: Disability Etiquette

Disability Etiquette

Basic Disability Etiquette Practices

Courtesies for Wheelchair Users

Courtesies for Blind or Visually Impaired

Courtesies for the Deaf

People with Speech Impairments

Module 10: Multi-Cultural Challenges

Multi-Cultural Etiquette

Examples of Cultural Insensitivity

Cultural Differences and their Effect on Business Etiquette

Cultural Highlight: United Arab Emirates (UAE)

Cultural Highlight: China

Cultural Highlight: India

Arabic Conversation course in Dubai

there is 3 level of Arabic Conversation language, each level 12 hour total  36 hour , offer price 550 Dhs Only per 12 hour

The Course books of Vol. 1 and Vol. 2 should offer a further advantage; all dialogues including vocabulary and expressions are written in English and Arabic. The texts written in Arabic should provide the facility of learning from them, first of all, for any student who already knows how to read Arabic letters and, secondly, to the advanced student wishing to learn and speak conversational Arabic.

The student who is wishing to learn from the book and is not yet familiar with Arabic letters, however, will do best by listening at the same time to the subject on CD. If the student wants to clarify about any Arabic word maybe misunderstood on CD, the transliteration, which is included in this book, can also be of great advantage. The emphasis of this course lies, naturally, on spoken and not on written Arabic.

Arabic Conversation course in Dubai