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Customer Service Excellence Course

Customer Service Excellence Course

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01

Overview

02

Course Outline

03

Schedule & Fees

Overview
Why Attend

This course offers an "Excellence in Customer Service" course, designed to introduce participants to outstanding customer service standards in a competitive work environment. The course emphasizes the importance of developing reliable strategies and effective negotiation techniques to handle various types of customers in general, and difficult customers in particular. Customer service serves as the primary defense line for companies to retain their clients from competitors and ensures customer satisfaction and continued business.

Additionally, this course focuses on enhancing customer loyalty and satisfaction by equipping participants with the necessary skills and behaviors for effective customer interaction and handling complaints, turning them into opportunities to build trust and customer loyalty. The course also covers the application of service quality practices and models, as well as mastering tools to improve service quality.

 
Course Objectives

By the end of the course, participants will be able to:

Target group for participation in the Excellence in Customer Service course:

  • Public relations officers
  • Public relations employees
  • Supervisors
  • Department managers
  • Account managers
  • Individuals responsible for providing customer services
  • Those interested in this field

Objectives of the Excellence in Customer Service course:

By the end of the course, participants will be able to achieve the following benefits:

  • Ability and knowledge to review customer service standards
  • Exposure to the latest methods to help deliver world-class service
  • Adjust their personal approach to become more adaptable to achieve success
  • Work on developing and understanding the expectations of internal and external customers
  • Enhance the ability to explain how to effectively handle difficult customers
  • Utilize techniques to manage stress and reduce tension
  • Participate in a unified vision for customer service
  • Standardize the feedback system for customer service
  • Improve communication between the organization’s sectors
  • Focus on team motivation and increase efficiency
  • Increase customer retention and revenue growth
Course Outline
  • The meaning of customer service
  • Definition of customer service, its functions, and concepts
  • Customer service in a competitive environment
  • The importance of customer service in achieving company goals
  • Customer service tactics used for fruitful communication with customers
  • Internal and external customer service
  • Identifying internal and external customers
  • The importance of internal and external service
  • Establishing productive relationships
  • The service-profit chain
  • Managing customer expectations according to personality types
  • Understanding your personality type and other personality types
  • Objectively handling customer requests
  • Developing communication skills to deal with a larger number of customers
  • Levels of service provided to customers
  • Strategies and procedures to satisfy customers
  • Dealing with different personality types
  • Effective communication skills for dealing with customers
  • Identifying your and your customer’s listening style
  • Developing relationships with customers
  • Easily building rapport with customers to increase influence
  • Effective terminology and skills for phone and electronic communication
  • Proper behavior with customers
  • Understanding human emotions
  • Developing mental strategies to maintain optimism and composure
  • Using body language to control your emotional state
  • Changing your mental state to avoid negative emotional reactions
  • Dealing with difficult customers
  • Recognizing customer behaviors and handling them effectively
  • Understanding anger management
  • Turning an angry customer into a happy one using retention strategies
  • Positively interacting with angry customers
 
Schedule & Fees
2026 Schedule & Fees
USD 2,500
Per participant
  • 15 - 19 Nov, 2026
  • English
USD 2,500
Per participant
  • 15 - 19 Nov, 2026
  • Arabic
USD 2,500
Per participant
  • 6 - 10 Dec, 2026
  • English
USD 2,500
Per participant
  • 6 - 10 Dec, 2026
  • Arabic
2027 Schedule & Fees
USD 2,500
Per participant
  • 14 - 18 Feb, 2027
  • English
USD 2,500
Per participant
  • 14 - 18 Feb, 2027
  • Arabic
USD 2,500
Per participant
  • 7 - 11 Mar, 2027
  • English
USD 2,500
Per participant
  • 7 - 11 Mar, 2027
  • Arabic
USD 2,500
Per participant
  • 16 - 20 May, 2027
  • English
USD 2,500
Per participant
  • 16 - 20 May, 2027
  • Arabic
USD 2,500
Per participant
  • 6 - 10 Jun, 2027
  • English
USD 2,500
Per participant
  • 6 - 10 Jun, 2027
  • Arabic
USD 2,500
Per participant
  • 15 - 19 Aug, 2027
  • English
USD 2,500
Per participant
  • 15 - 19 Aug, 2027
  • Arabic
USD 2,500
Per participant
  • 5 - 9 Sep, 2027
  • English
USD 2,500
Per participant
  • 5 - 9 Sep, 2027
  • Arabic
USD 2,500
Per participant
  • 14 - 18 Nov, 2027
  • English
USD 2,500
Per participant
  • 14 - 18 Nov, 2027
  • Arabic
USD 2,500
Per participant
  • 5 - 9 Dec, 2027
  • English
USD 2,500
Per participant
  • 5 - 9 Dec, 2027
  • Arabic