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A guide to defining the main sections of electronic courses
Course time plan
Training objectives
Course content
Mechanism for calculating grades for evaluating the trainee’s activities and tasks
Communication policy
Policy for responding to inquiries
The first training unit
1.1. Service concept - synchronous
Difference between goods and services - synchronous
Distinctive features of the service - synchronous
Self-test 3 Questions
The second training unit
The Importance of Customer Service - Synchronous
Reasons for the client to stop dealing with the establishment - Synchronous
Self-test 3 Questions
The third training unit
Definition of client - synchronous
Client-focused aspects - synchronized
Client Types - Synchronous
Self-test 3 Questions
Fourth training unit
Dimensions of customer service quality - synchronous
Service Runway - Synchronous
Self-test 3 Questions
Fifth training unit
Excellence in customer service. - Synchronous
Factors of excellence in customer service - synchronous
Self-test 3 Questions
Sixth training unit
The concept of quality of service.- Synchronous
Principles of Quality of Service - Synchronous
Steps to achieve quality in service provision - synchronous
Self-test 3 Questions
Seventh training unit
7 customer service mistakes and how to avoid them.- Synchronous
Measuring the level of service quality. - Synchronous
Self-test 3 Questions
Eighth training unit
Definition of customer care - synchronous
Knowledge of Customer Standards - Synchronous
Decent professional look - synchronized
Features of first impression. - Synchronous
Self-test 3 Questions
Ninth training unit
Conditions to be taken into account when meeting a client professionally. - Simultaneous
Disc-synchronous scale
Importance of Disc-Synchronous Scale
Disk Scale Tool Application - Synchronous
Skills that must be available in a receptionist. - Synchronous
Self-test 3 Questions
The tenth training unit
Customer Service Skills - Synchronous
Dealing with difficult types of clients - simultaneously
Self-test 3 Questions
Final test
test yourself 11 Questions
Evaluating the trainee’s satisfaction with the course
How to evaluate trainee satisfaction:
Trainer satisfaction rating
Certificate
Certificate

سيتم إضافة رابط الدخول لقاعة الفصل الافتراضي في اليوم المحدد حسب خطة التدريب 

I finished reading
Start here
A guide to defining the main sections of electronic courses
Course time plan
Training objectives
Course content
Mechanism for calculating grades for evaluating the trainee’s activities and tasks
Communication policy
Policy for responding to inquiries
The first training unit
1.1. Service concept - synchronous
Difference between goods and services - synchronous
Distinctive features of the service - synchronous
Self-test 3 Questions
The second training unit
The Importance of Customer Service - Synchronous
Reasons for the client to stop dealing with the establishment - Synchronous
Self-test 3 Questions
The third training unit
Definition of client - synchronous
Client-focused aspects - synchronized
Client Types - Synchronous
Self-test 3 Questions
Fourth training unit
Dimensions of customer service quality - synchronous
Service Runway - Synchronous
Self-test 3 Questions
Fifth training unit
Excellence in customer service. - Synchronous
Factors of excellence in customer service - synchronous
Self-test 3 Questions
Sixth training unit
The concept of quality of service.- Synchronous
Principles of Quality of Service - Synchronous
Steps to achieve quality in service provision - synchronous
Self-test 3 Questions
Seventh training unit
7 customer service mistakes and how to avoid them.- Synchronous
Measuring the level of service quality. - Synchronous
Self-test 3 Questions
Eighth training unit
Definition of customer care - synchronous
Knowledge of Customer Standards - Synchronous
Decent professional look - synchronized
Features of first impression. - Synchronous
Self-test 3 Questions
Ninth training unit
Conditions to be taken into account when meeting a client professionally. - Simultaneous
Disc-synchronous scale
Importance of Disc-Synchronous Scale
Disk Scale Tool Application - Synchronous
Skills that must be available in a receptionist. - Synchronous
Self-test 3 Questions
The tenth training unit
Customer Service Skills - Synchronous
Dealing with difficult types of clients - simultaneously
Self-test 3 Questions
Final test
test yourself 11 Questions
Evaluating the trainee’s satisfaction with the course
How to evaluate trainee satisfaction:
Trainer satisfaction rating
Certificate
Certificate

وصف الدورة  

 

  1. الهدف العام من البرنامج التدريبي

اكساب المتدربين المعرفة والمهارات المتعلقة بمفهوم الخدمة المميزة وخطوات تحقيق الجودة في تقديم الخدمة، والتمييز بين أنواع العملاء وتنمية مهارات التعامل معهم .معرفة المشاركين بماهية المهارات والخبرات المطلوبة لشغل وظيفة موظف خدمة عملاء والنجاح والتميز فيها بشكل كبير بما يضمن الوصول الى تحسين اداء قسم خدمة العملاء.

  1. عدد الساعات التدريبية

30 ساعة

  1. عدد الأيام التدريبية

10 أيام

 

  1. أسلوب تقديم الدورة :

         تدريب الكتروني متزامن

( يتم إرسال رابط للدخول للفصل الافتراضي على البريد الإلكتروني حسب الخطة الزمنية للدورة  )

 

  1. متطلبات اجتياز الدورة :

حضور جميع الجلسات التدريبية المباشرة وإنهاء جميع التقييم الذاتي المرتبط بكل موضوع

 

  1. التقنيات المطلوبة :
  • جهاز كمبيوتر أو جهاز متنقل  لوحي (جوال – آيبا د)
  • اتصال بشبكة الإنترنت
  • حساب بريد إلكتروني .
  • الاتصال بشبكة الإنترنت .
  1. أساليب التقييم:
  • - تمارين وأنشطة تطبيقية واستكشافية مرتبطة بكل موضوع.
  • - المناقشة والحوار حول موضوعات الدورة.
  • - تقديم التغذية الراجعة بشكل مستمر للمتدربين.
  • - التقويم الذاتي بعد كل وحدة تدريبية

- اختبار ختامي يقدم في نهاية الدورة ويغطي جميع الموضوعات.

- استبانة تقويم البرنامج التدريبي .

 

 

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