Professional Customer Service Management

Start Date End Date Venue Fees (US $)
05 Jul 2026 Jeddah, KSA $ 4,500 Register
15 Nov 2026 Dubai, UAE $ 3,900 Register

Professional Customer Service Management

Introduction

The customer revolution is here to stay. As products and services become more and more alike, the competitive edge has to come from the experience the customer has with your organization – it all comes down to people. The overall goal is to maximize that experience, so the customer not only returns time after time, but also encourages others to do the same.

The real magic in customer service delivery comes from the ability of your people to use their initiative to go beyond their normal job descriptions and to go the extra mile to impress the customer. This challenging and highly participative course will equip your customer service people with all the necessary skills and motivation to provide world-class service.

Objectives

    • Explain the benefits of excellent customer service
    • Define what customer care looks like
    • Analyze those companies that do it well and learn from them
    • Describe the difference between internal and external customers
    • Explain how questioning and listening are vital tools in the provision of customer service
    • Describe how to deal with difficult customers effectively
    • Explain how to turn complaints into opportunities
    • List the customer service tools available and how and when to use them
    • Develop techniques for handling a stressful situation
    • Implement personal motivation techniques to create excellent first impressions

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

Who Should Attend?

This course is designed for front line customer service agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further. They will acquire the skills, knowledge, and behaviors that are vital to the provision of world-class service.

Course Outline

Day 1: Defining Excellent Customer Service 

  • Understanding ‘customers’ and ‘service’
  • The benefits of excellent customer service
  • What does customer care look like?
  • Who are your customers – now and in the future?
  • Managing expectations of the internal customer as well as the external customer?
  • Who does it well – A Case Study?
  • Projecting the right company image

Day 2: Communicating With Your Customer Effectively 

  • Building rapport rapidly and effectively both face to face and on the telephone
  • Listening Skills – what is being said, how it is being said, and what is really being said
  • Questioning Skills – identifying your customer’s needs accurately
  • Words and tones to avoid
  • Body Language – silent communication?
  • What not to say and do
  • Moments of Truth – consistent customer service across your organization

Day 3: Handling Complaints & Difficult Customers 

  • Why do customers complain?
  • The impact of complaints
  • Customer complaints are a gift
  • Customer behavioral types and how to deal with them
  • How to calm angry customers and manage emotions
  • Managing and exceeding expectations

Day 4: Customer Service Tools

  • Using the phone to enhance customer service
  • Writing to customers
  • Emailing customers
  • Measuring customer service
  • Service Level agreements
  • Empowerment and Customer Service

Day 5: Managing Stress, Building Motivation & Putting into Practice

  • Keeping cool under pressure
  • Avoid taking things personally
  • Personal motivation techniques using NLP
  • Practical case studies
  • Developing your personal development plan

Accreditation

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