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Customer Care Fair
Business Etiquette Passage to Customer Loyalty
Introduction
Protocol & Etiquette Academic Centre of Excellency-Middle
East-PEACE Academy is proud to announce the start of the
first in a series of business training fairs.
We chose Customer Care to be the topic of the first fair due
to the high importance of the customer in all aspects of our
daily business life. The fair exhibits how Business
Etiquette Global Rules are applied to pave the way to
customer care followed by loyalty and retention.
The fair will run for seven consecutive days during which
the same scope will be covered repeatedly on daily basis for
eight hours per day. Each day will accommodate a different
group of participants from which 3 will be selected as
possessors of Role Models in Customer Care Orientation. By
the end of the seven days 21 participants would have been
chosen.
Each one of the selected 21 Role Models in Customer Care
Orientation is entitled to a free-of-charge official
Academic Training assessment. Post the assessment only three
winners will be granted a prize of a full training in Train
the Trainer. This training enables the recipient to become
a licensed trainer from the Protocol & Etiquette Academic
Centre of Excellency-Middle East-PEACE Academy
Outline of the Customer Care Workshop (8hrs)
Getting to know who is today's customer
Navigating the meaning of customer care
Difference between attitude and behavior
Positive attitude Vs negative attitude
Customer care negative attitude Vs negative
Professional attire and the common faux pas
How to build a positive first impression and how to
sabotage it
Behavioral types of customers
Dealing professionally with difficult customers
Handling sticky situations with your customer
Art of business conversation to be a professional
conversationalist
Professional conversationalist to get the job done
Game of receiving criticism from your customer
How to create and maintain a magic moment with your
customer
Difference between customer satisfaction and loyalty
Paving the way to customer loyalty
Major problems and major customer care skills
Customer care assessment ladder exercise
Dos and taboos of business conversation
Actions that might set you apart off the professional
stage
4Ps to speak in confidence to get the job done right from
the first time
Telephone etiquette and how to be phonogenic on phone
How to be an active listener
Barriers to be misunderstood and false message
Words of a winner or a loser person
Assertive, submissive and aggressive in words
Dates and Premises
From Saturday June 18th. 2005 till Friday June 24th. 2005
Each day will be from 9:00 a.m. till 5:00 p.m.
It will be at Intercontinental Pyramids Park
Conditions of Registration
Males & females
Excellent command of English language
Excellent computer skills
Age between 23 and 30 years
Individual registration is accepted
Organizational registration is also accepted
Methodology
Speaker
Group discussion
Open questions session
Session is conducted in both English and Arabic
Delivered by
Dr. Ghada Salah Gomaa/Business Etiquette & Protocol
Consultant-Middle East
Price per Person
EGP 400 (Four Hundred Egyptian pounds)
Final registration date is Sunday June 12th 2005 at 6:00 pm |
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