The second program in Asharqia Chamber's initiative of training and qualification of 3000 young men and women, which was launched by the Chamber on Sunday August 5th and entitled "Effective Excellence in Customer Service", had a remarkable interaction among the participants.
The participants have been registered in the program on the website of the Chamber since the first minutes before the start of the program.
The trainer who is specialized in the field of customer service, Ali Al-Harbi, provided a summary of his experience in this area, and talked about the main themes those young men and women can benefit from in achieving the goal of excellence.
Al-Harbi explained the steps that a business owner or employee can attract the customer though providing a variety of services in a manner that is not expected, and where the element of surprise, through the provider of those services, which is usually characterized by personal features.
The most important objectivity that gives him the ability to make himself in the subject of his listeners and think from their point of view, which helps him to empathize with them is increasingly accepting them that to make them interact with him.
Therefore, the presenter should be objective in dealing with the client and sympathize with him that is not affected by everything that the client says and makes sure that all the information he mentions is correct.
In addition, the presenter should have the attribute of honesty, which reflects the reality and the insides of the service provider and match the words of the acts where it helps to talk in a natural way with no ambiguity, which reflects the impact on the customer to feel the credibility of the speaker.
The clarity of the voice is an important aspects as well as the presenter should use uncomplicated words and avoid the use of scientific concepts-only when necessary, and take into account that the explanation with the general audience is different than providing explanation to those with specialists in different professions.
Al-Harbi said that the methods of persuasion differ from one person to another. As among the important methods is the voice, which is the most important tool for the success of the speaker. Through pronunciation, the presenter can control the sound at high and low with the adjustment and diversity depending on the situation.
It is a sound feature that helps to control the sound grammar, syntax, and eloquence of pronunciation factors. The clarity and sound are also important factors in the speaking process. The service provider must ensure that all customers can hear his voice clearly and ask them to make sure.
The speed spoken by the bidder is another corner for the quality of the conversation; the high speed makes the customer unable to follow and may stop hearing due to the difficulty of understanding and the speed in pronunciation.
During the first day of the program, Al-Harbi explained the customers' expectations as what customers expect from the product or the service, if measured by a previous or virtual experience.
These expectations can be guessed if the service provider determines the type of business. The customer is classified into 3 categories: external work, each of which provides your services and products, is outside the scope of the establishment; the internal customer is all that provides your services and products, and in inside the scope of the establishment; and the clients of the establishment, which is the individual who needs services provided by the establishment.
All those types the service provider can earn through, if the following 3 basic rules were implemented: "win the customer in your class always, ask the client about his or her requests and needs, and be effective through following his/her marks."
The program also included practical exercises in which trainees participated in.
