عربي
Providing Quality and
Professional Training Since 1984

Our Training Courses

Back
REGISTER_NOW Add to my calendar SEND_COURSE_TO_FRIEND Print this Course

Excellence in Customer Service, Marketing and SLA

Date: 18 September 2017 - 22 September 2017
Course ID: ADDS096/2017
Duration: 5 Days
Fee US $: 2950 US$
Venue: Istanbul / Turkey
Category: Leadership, Management, Strategy, HR and Soft Skills

Introduction:

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.



Marketing is an essential element for every business. It can be that one missing piece of the puzzle, and when it fits the big picture is revealed. Your participants will be given an introduction to marketing and its benefits. If you are not marketing your business you will not grow, and if you do not grow you will not succeed.



The growth of outside contracts with services providers and other third-party vendors is placing greater pressures on service providers to develop comprehensive sets of SLAs (service-level agreements) to help manage the services contracted for, and to ensure that full value is delivered to the end business.

Objectives:

- Recognize that service delivery is an individual response value

- Understand how an individual’s behavior impacts the behavior of others

- Make customer service a team approach

- Define your market.

- Know the different types of marketing and ways to use them.

- Learn effective ways of communicating with the customer.

- Masters the fundemantals of Service Level Agreements (SLA).

Who should attend:

All service staff, as well as supervisors and managers

Daily Outlines:

Day 1:

• What is Customer Service?

• Who Are Your Customers?

• Meeting Expectations

• Presenting Yourself Properly



Day 2:

• Setting Goals and Targets

• Standards

• Dealing with Challenges





Day 3:

• What is Marketing

• The Marketing Environment

• Consumer Markets



Day 4:

• Segmentation and Positioning

• Product and Branding Strategy



Day 5:

• What is an SLA?

• Why Do I Need SLAs

• Who Provides the SLA?

• What Are Key Components of an SLA?

Back
REGISTER_NOW Add to my calendar SEND_COURSE_TO_FRIEND Print this Course