Course Details

  • Course Code: OS-BL-CS-2D
  • Mode of Delivery: Onsite
  • Duration: 2 Days
  • Price: On Request

Customer Service

Course Overview

The Customer Service course is a great introduction to improving your customer service skills. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Creating a positive experience results in customer loyalty and advocacy.

This training course is designed for participants who wish to enhance customer service skills for optimizing performance.

  • Proficient in English language (Equivalent to B1-B2 as per CEFR level
  •  Minimum age-18Y+

Successful candidates will receive a certificate issued by National Training Institute LLC (NTI), attested by the Ministry of Higher Education.

Other Details

Customer Service Fundamentals

  • What is Customer Service?
  • Purpose and scope of customer service
  • Customer service culture in organizations
  • Internal and External customers and their benefit

Delivering Customer Service

  • Customer Service practices
  • Effective customer service practices
  • Benefits of effective customer service
  • Ineffective customer service and its impact on business
  • Reasons for customer dissatisfaction
  • Dealing with complaints
  • Managing difficult customers

Customer Service Excellence

  • Characteristics of excellent customer service
  • Effective communication in customer service
  • First impressions
  • Punctuality
  • Politeness
  • Appearance
  • Attire
  • Personal hygiene
  • Accessories
  • Footwear

By the end of the module the candidate will be able to:

  • Define Customer Service
  • Distinguish between internal and external customers
  • Identify the difference between effective and ineffective customers service
  • List different methods of handling difficult customers
  • State the factors of customers dissatisfaction
  • Explain the benefits of maintaining good customer service
  • Describe characteristics of excellent customer service
Instructor-led training