Oturumlar
Tarih, eğitim şekli, eğitimci ve ücret her oturuma özeldir. Ücretler kişi başıdır.
| Tarih | Saat | Eğitim şekli | Eğitimci | Kontenjan | Ücret | Başvuru |
|---|---|---|---|---|---|---|
| 26–30 Ekim 2026 | 08:00–17:00 | Online | Yahya Emin Demirci | 18 yer var | Ücretsiz Webinar | Başvur |
Başvuru formuÜyelik gerekmez
Teklif al
Eğitim içeriği
Tanıtım
This training covers corporate identity and culture, professional appearance and workplace conduct, effective verbal and written communication, email and online meeting etiquette, customer needs and expectations, complaint handling, and service quality measurement. Based on the Customer Service Excellence (CSE) Standard, the training also focuses on customer satisfaction, performance indicators, feedback management and enhance service quality.
Amaç ve Kazanımlar
Training Objectives
The training aims to strengthen corporate professionalism, improve customer communication, and promote a customer-centric organisational culture based on the principles of the Customer Service Excellence Standard V2.
Learning Outcomes
Upon completion of the training, participants will be able to:
- Understand corporate identity, organisational culture, and professional responsibilities.
- Apply appropriate professional appearance and workplace behaviour standards.
- Communicate effectively through face-to-face, telephone, email, and digital channels.
- Identify customer needs and expectations.
- Demonstrate active listening, empathy, and a solution-oriented approach.
- Handle customer enquiries, complaints, and feedback professionally.
- Understand customer satisfaction measurements and key performance indicators (KPIs).
- Contribute to service quality improvement and customer satisfaction.
Program ve Yöntem
Training Content
Module 1 – Corporate Identity and Culture
- Corporate values, image, and representation
- Customer-centric organisational culture
- Professional ethics and corporate responsibility
Module 2 – Professional Appearance and Dress Code
- Corporate dress standards
- Personal hygiene, grooming, and professional appearance
- Appropriate appearance in office, site, and customer interactions
Module 3 – Professional Workplace Behaviour
- Workplace ethics, confidentiality, and accountability
- Time management and professional communication
- Email, telephone, and online meeting etiquette
- Internal communication and teamwork
Module 4 – Understanding Customers and Their Needs
- Identifying customer needs and expectations
- Customer-focused and inclusive service
- Customer engagement and feedback management
Module 5 – Customer Communication and Service Quality
- Effective communication, active listening, and empathy
- Customer enquiries and complaint handling
- Service standards and response times
- Customer satisfaction and performance indicators (KPIs)
Module 6 – Continuous Improvement and Evaluation
- Measuring customer satisfaction
- Reviewing customer feedback
- CSE Standard V2 assessment criteria
- Continuous improvement and the PDCA cycle
Training Methodology
The programme combines theoretical presentations, practical examples, case studies, interactive discussions, and participant evaluation.
Katılım ve Sertifika
Participants may receive a Certificate of Participation issued by AGFO, subject to the attendance and completion requirements communicated for the training session.
SSS ve Kaynaklar
Who should attend this training?
The training is suitable for employees, managers, and professionals who interact with customers or contribute to service quality and customer satisfaction.
Is previous experience required?
No. The programme is designed for participants from different professional backgrounds and experience levels.
What are the main benefits of this training?
Participants will improve their professional communication skills, gain a better understanding of customer expectations, and learn practical approaches to customer satisfaction, complaint management, and service improvement.
Does this training cover the Customer Service Excellence Standard V2?
Yes. The programme incorporates relevant principles of the Customer Service Excellence Standard V2, including customer insights, organisational culture, information and accessibility, service delivery, and customer engagement.
Does completing the training provide CSE certification?
No. The training supports awareness and professional development but does not replace an independent organisational assessment against the CSE Standard.
References
- Customer Service Excellence Standard V2 – Assessment Services Ltd. (30 April 2026)
- AGFO Corporate Professionalism and Customer Communication Training Materials (2026)