In cooperation with UAE University and participation of 21 employees
Muscat Municipality performs Customer Service Diploma( CBP) with Smart Modern Vision
Written by: Ibrahim Al-Hosny:
Program of Customer Service Diploma (CBP) started yesterday morning at the Building of Muscat Municipality with the participation of 21 employees from various administrations and directorates who work in customer service field which will last till 20 of next November in cooperation with United Arab Emirates University. Wagdi Abou Shebab; the International Trainer whose scientific experience extends for more than 21 years and who lectured in many governmental and private bodies, is the Program Lecturer.
The certificate of Customer Service Diploma provides the main rules that enable provision of the best services of high quality. It focuses on building long-term strong relationships with the customers through the development of effective strategies in this respect as well as it offers the instructions necessary for dealing with the modern techniques and interactive scenarios for the applied skills in order to achieve the corporation objectives.
The program includes many aspects, the most notably are introduction to customer service, its nature and importance, who your customers are, the importance of customers to you, when and where to offer the service for the customers, awards and experience, evaluation, and elements of interest and satisfaction of customers.
The second aspect is concerned with communication skills and it includes several matters, the most notably are: development of effective communication skills, oral communication skills, body language, basic elements of body language, choice of words, tones of voice, words of propitiation and welcoming, etiquette of dialogue, general appearance, personal status, communication skills through modern means, and the art of phone conversation.
The third aspect is represented in customer analysis and its importance, knowledge of the customer, his character, trends, style, and aspects of dealing with him and hence evaluating him as well as the methods of making the upset customers calm, how to control the situation, the five steps to calm down and avoid cases of discomfort, in addition to the customer services via the internet including websites, services and links, the aspect of time strategy, time management and planning, management of stress factors, and identification of the tasks and priorities.
The program also includes the recognition of smart services for customers in the corporations and has the role of e-government in supporting the smart services, the smart services in government departments, the electronic questionnaire of the views of customers, the marketing role for the customer service staff towards the smart services, and other valuable aspects that deal with the applied and realistic aspects of the arts of elegant dealing with customers and modern visions of government institutions.
