An Interactive 5-Day Training Course
Communication Skills and Customer Service Strategies
Elevating Service Excellence in Saudi Arabia
Course Overview
In the rapidly evolving logistics industry, effective communication and exceptional customer service are pivotal to maintaining a competitive edge. This comprehensive five-day training training course is meticulously designed for one of Saudi Arabia’s leading logistics organisations, focusing on enhancing the skills of call centre agents and senior specialists who manage diverse customer interactions, including airline enquiries.
Participants will delve into advanced communication techniques, explore the role of emotional intelligence (EQ) in customer engagement, and examine innovative service strategies. The Communication Skills and Customer Service Strategies training course integrates best practices from various industries, ensuring a holistic approach to customer service excellence. Through interactive role-plays, real-world case studies, and scenario-based activities, attendees will gain practical experience to build confidence, elevate their performance and contribute to the organisation's success.
This GLOMACS training course will highlight:
- Advanced communication techniques tailored for the logistics sector.
- The pivotal role of emotional intelligence in customer interactions.
- Strategies for building trust and confidence with customers.
- Innovative customer service trends, including AI integration.
- Insights from global best practices beyond the logistics industry.
Training Objectives
At the end of this Communication Skills and Customer Service Strategies training course, participants will:
- Master advanced communication skills to enhance customer interactions.
- Develop emotional intelligence to build trust and rapport with customers.
- Implement innovative customer service strategies to improve satisfaction.
- Gain confidence in managing complex and challenging customer scenarios.
- Apply best practices from various industries to elevate service quality.
Who should Attend?
This GLOMACS training course will be tailored for attendees who are:
- Call centre agents with over five years of experience handling customer enquiries.
- Senior specialists in customer service seeking to enhance their strategic approach.
- Customer service professionals aiming to elevate service standards within the logistics sector.
About Saudi Glomacs
At Saudi GLOMACS, we specialize in delivering world-class training courses in Saudi Arabia and across various international locations. Our training courses are tailored to meet the unique demands of Saudi Vision 2030 and the Human Capability Development Program, focusing on empowering Saudi citizens and enhancing workforce skills. We offer diverse courses spanning leadership, management, engineering, and technical disciplines to cultivate expertise and drive professional growth. Our flexible learning options—whether in-person, online, or in-house—ensure accessibility and convenience for individuals and organizations alike.
With over 30+ years of experience through the GLOMACS global network, we are committed to delivering innovative, results-driven training solutions. Our expert instructors combine industry knowledge with dynamic teaching methods, fostering practical skill development and long-term career success. By choosing Saudi GLOMACS, you're investing in personal excellence and contributing to the Kingdom’s sustainable economic growth and vision-driven transformation.
Training Outline
DAY 1: Advanced Communication Techniques in Logistics
- Understanding the complexities of customer interactions in the logistics sector.
- Advanced verbal and non-verbal communication skills.
- Tailoring communication strategies for diverse customer profiles.
- Navigating language and cultural barriers in communication.
- Strategies for active listening and ensuring clarity in high-stakes situations.
DAY 2: Emotional Intelligence and Building Customer Trust
- The role of EQ in customer service excellence.
- Techniques for building trust and rapport with customers.
- Managing emotions to maintain professionalism under pressure.
- Recognising and addressing customer emotions effectively.
- Leveraging empathy to create positive and memorable customer experiences.
- Role Play: Applying EQ in handling difficult customer interactions.
DAY 3: Innovative Customer Service Strategies
- Exploring the latest trends in customer service, including AI integration.
- Leveraging technology to streamline customer service processes.
- Personalising customer experiences to enhance satisfaction.
- Proactive customer service: anticipating and addressing needs before they arise.
- Aligning customer service strategies with organisational goals and KPIs.
DAY 4: Cross-Industry Best Practices and Their Application
- Learning from customer service excellence in various industries.
- Adapting best practices to the logistics and airline enquiry context.
- Strategies for continuous improvement in customer service.
- Exploring approaches in setting service standards across teams.
- Group Discussion: Identifying transferable practices to enhance service quality.
DAY 5: Building Confidence and Managing Complex Scenarios
- Developing confidence in handling complex and high-pressure situations.
- Conflict resolution and problem-solving techniques.
- Navigating customer complaints: turning challenges into opportunities.
- Collaboration and teamwork in resolving multi-channel customer service issues.
- Role Play: Navigating challenging customer service scenarios effectively.
- Creating personal action plans for ongoing development.
Certificates
- On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
- Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Accreditation
GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.
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