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 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 2,600

Per participant

22 - 26 Nov, 2026
English

USD 2,600

Per participant

22 - 26 Nov, 2026
Arabic

2027 Schedule & Fees

USD 2,600

Per participant

31 Jan - 4 Feb, 2027
English

USD 2,600

Per participant

31 Jan - 4 Feb, 2027
Arabic

USD 2,600

Per participant

21 - 25 Feb, 2027
English

USD 2,600

Per participant

21 - 25 Feb, 2027
Arabic

USD 2,600

Per participant

2 - 6 May, 2027
English

USD 2,600

Per participant

2 - 6 May, 2027
Arabic

USD 2,600

Per participant

23 - 27 May, 2027
English

USD 2,600

Per participant

23 - 27 May, 2027
Arabic

USD 2,600

Per participant

1 - 5 Aug, 2027
English

USD 2,600

Per participant

1 - 5 Aug, 2027
Arabic

USD 2,600

Per participant

22 - 26 Aug, 2027
English

USD 2,600

Per participant

22 - 26 Aug, 2027
Arabic

USD 2,600

Per participant

31 Oct - 4 Nov, 2027
English

USD 2,600

Per participant

31 Oct - 4 Nov, 2027
Arabic

USD 2,600

Per participant

21 - 25 Nov, 2027
English

USD 2,600

Per participant

21 - 25 Nov, 2027
Arabic

Customer Service Excellence Course

Why Attend

Course Objectives

Course Outline

Schedule & Fees

2026 Schedule & Fees

2027 Schedule & Fees