This is a practical training course for employees in the customer service sector. Improving customer experience and service standards will result in your satisfied customers also starting to “sell” your products, increasing purchase volumes and boosting profits.
Retaining existing customers, attracting new ones, and increasing their loyalty leads to sustainable sales growth, which can only be achieved through high-quality service. The “High-Quality Service Skills” course contributes to raising the professionalism of service staff and provides numerous techniques and tools for meeting and exceeding customer expectations.
The professional customer service course provides participants with knowledge, skills, and techniques to make the customer interaction process more effective. During the course, you will learn how to understand customers’ real needs, provide quality service, leave a positive impression, and significantly improve the company’s image. The educational modules explain how to increase customer satisfaction levels, reduce complaints, and prevent potential conflicts.
The customer shares their opinion about the product, which allows the company to improve that product in the future.
Convinced that the product will provide the best VALUE, the customer decides to purchase.
The company presents its product by answering the customer's questions and working with possible concerns and objections.
Customer realizes they have a problem/need/desire and requires a specific product.
Explores available options, focusing on brand, status, product features, benefits, or price.
The first (lasting) impression about the company is formed.
Customer realizes they have a problem/need/desire and requires a specific product.
Explores available options, focusing on brand, status, product features, benefits, or price.
The first (lasting) impression about the company is formed.
The company presents its product by answering the customer's questions and working with possible concerns and objections.
Convinced that the product will provide the best VALUE, the customer decides to purchase.
The customer shares their opinion about the product, which allows the company to improve that product in the future.
The importance of high-quality service Customer journey mapping
The formula for building trust
Essential skills for excellent service
The KANO model and its practical application
The importance of welcoming and serving customers
Active listening skills Ways to work with different types of customers
Working with dissatisfied customers 14 ways to resolve conflict situations
Emotional intelligence in the customer service Service quality management
Because it negatively affects customer trust, satisfaction, and loyalty. All of this impacts the company's reputation and profits.
Because delayed responses are perceived as a sign of indifference and change customers' perceptions about the quality of your service.
Because effective communication with customers and keeping them informed shows your respect for their time, efforts, and expectations.
They won't come back, because what frustrates customers most is having to repeatedly explain the same problem to different companies.
Showing the same approach to all customers reduces customer satisfaction levels and misses a number of sales opportunities.
This way your specialists will waste their time collecting the same information about customers from different sources and using it ineffectively.
More than 50% of customers switch to another organizations due to the poor service.
64% of customers have stated that positive customer experience is much more important to them than the product price.
81% of lost customers have stated that company employees could have actually taken additional steps to retain them, but made no effort.
Who are the participants in the SMART Business Management Course?
The course participants are business owners, call center employees, reception and secretarial staff, and FRONT LINE employees from companies that provide various services.
What industries do your participants come from?
We have worked with numerous industries, including healthcare and aesthetic medicine, import and distribution, manufacturing and retail, HoReCa, construction, logistics and transportation, and others.
How is the course conducted?
We begin the course with a preliminary assessment test to measure your current knowledge. Then, each lesson presents the next course module with all its sections. We reinforce each completed module through daily tests, team assignments, case studies, and JIT resources. There is a midterm exam during the course and a final exam at the end
When does the course start?
The course start date is presented in the “Course details” section of the Professional Service page. If the course has already started when you inquire, fill out the application form to learn about the next cohort launch.
How long does the Professional Service course last?
The course lasts 16 weeks/48 hours. Classes are held every Wednesday/Friday from 17:00 to 20:00.
Where is the course held?
The Professional Service course is conducted at the Manassian Sales School (82 Araratyan Street).
How can I register for the course?
Click on the “register,” fill in the form and submit your application. Afterwards, send the logo of your oganization to the Manassian Group’s Viber or WhatsApp (374 95 230 230).
Can I register for the course after the registration deadline?
No, you must register for the course before the deadline expires.
What is the course price?
You can find the course price and other details in the “Course details” section of the Professional Service page.
What payment methods do you accept?
You can make payment as either a legal entity or individual. To pay as a legal entity, you need to send your
organization’s tax ID number to generate a invoice, while for individual payment, you need to contact us to get payment details.
Do you offer a flexible payment system?
Yes, you can make payment in 2 installments. The first payment must be made before the course starts to secure your spot, and the second payment during the second half of of the course, for which you will get a reminder in advance.
Can I get a refund after taking a part 2-4 classes?
No, we do not provide refunds.
Will I receive a certificate for participating in the course?
Every participant in the Professional Service course receives a certificate if they attend classes, show active
engagement during group discussions and simulation cases, and successfully pass the tests, midterm and final exams.
What status will I receive after completing the course?
Upon successfully completing the Professional Service course, you become one of Manassian Sales School alumnus. Therefore, you gain access to the school’s educational resources and can continue your education.
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