1. Company Catalogue

2. 2013 Training Catalogwww.tsmart-consulting.com
To register: +2 01014272725
Customer Service Excellence
T h e a r t o f d e l i g h t i n g
c u s t o m e r s
PA R T O F T H E
S E R I E S
2013
Info@tsmart-consulting.com
The custo er service represe tative is the
voice of the orga izatio . As the custo er’s
primary contact, the CSR projects the company
image and plays a critical role in building
custo er relatio ships
3 Days workshop
2013 Training Catalogwww. actsolutions-int.com
To register: +2 01014272725 Info@actsolutions-int.com

3. 2013 Training Catalogwww.tsmart-consulting.com
To register: +2 01014272725 Info@tsmart-consulting.com
Program Description
Training Aids:
 Training Movies
 Comprehensive Handouts
 Role Plays
 Games and Exercises
 Case Studies
Course outlines:
 Introduction to Customer
Relationship Management.
 The Importance of Customer Service
as a differentiator among companies.
 What are the core competencies for a
successful call center agent?
 Effective communication skills .
 How to build rapport with customers.
 Telephone etiquettes.
 Call Quality techniques.
 Problem solving Techniques .
 How to handle difficult and angry
customer.
 How to handle between Quality and
productivity .
 Role Plays.
This course is designed for customer
service representatives to provide
them with the required skills and
attributes to be successful in this
demanding profession. Some of the
skills and attributes include:
 The ability to provide quality service
on every call.
 The expertise to accurately assess
the type of customer on call.
 The talent to communicate effectively
with customers.
 A positive attitude that transmits to
customers, co workers, and managers.
PA R T O F T H E
S E R I E S
2013
Course Overview:
2013 Training Catalogwww. actsolutions-int.com
To register: +2 01014272725 Info@actsolutions-int.com

4. Contact Details
Mr. Ahmed Hanafi
Co Founder- Act Solutions
M:+20 1227177716
Tel: +202 25 16 83 35
Email:ahmed.hanafi@actsolutions-int.com
Contactus@actsolutions.com
www.actsolutions-int.com
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5. Contact Details
Ms. Mayar Nabil
R&D Training Specialist
M:+20 122916821
Tel: +202 25 16 83 35
Email: mayar@actsolutions-int.com
www.actsolutions-int.com
For Further inquiries:
Contactus@actsolutions-int.com
info@actsolutions-int.com
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