Customer Care & Telephone Skills

Delivering exceptional customer service is no longer optional—it’s a business necessity. This Customer Service Excellence Training Course is designed to equip participants with the skills, techniques, and mindset needed to build strong customer relationships, enhance loyalty, and positively impact business growth. Over two interactive training days, you will gain practical strategies to improve communication, handle challenging situations with confidence, and create memorable customer experiences both in-person and over the phone.

Whether you’re a frontline professional, team leader, or manager, this course will help you sharpen your customer service approach and align it with your organization’s service standards. Through role plays, case studies, and real-world examples, participants will walk away with a renewed confidence in handling customers and a clear framework for consistent service excellence.

Learning Outcomes & Benefits

By the end of this training program, participants will be able to:

• Identify customer needs and expectations effectively.
• Understand the main reasons why organizations lose customers and how to prevent it.
• Apply the six fundamental steps of exceptional customer service.
• Enhance questioning and listening skills for clearer communication.
• Deliver professional first impressions and lasting final impressions.
• Master telephone etiquette to create positive customer experiences.
• Handle customer complaints and difficult callers with proven techniques.
• Design and implement a Customer Service Charter for long-term success.

Outcome: Improved customer satisfaction, stronger brand loyalty, and increased organizational efficiency.

Who Should Enroll?

This course is ideal for:

• Customer service representatives, call center agents, and front desk staff.
• Sales and business development professionals.
• Team leaders, supervisors, and managers in customer-facing roles.
• Corporate teams who are looking to standardize service excellence across departments.
• Fresh graduates aiming to build a strong foundation in customer service skills.

Why Choose Us

• Expert Trainers with extensive corporate experience in customer engagement.
• Globally Recognized Certifications upon successful completion.
• Practical Training Methods: Case studies, role plays, and real-world examples.
• Flexible Learning Options: Available in classroom, online, and blended formats.
• Trusted by Corporates: Delivered to leading organizations across the UAE and GCC.

Corporates & Regional Coverage

Our Customer Service Training is widely delivered for corporate groups and customized to suit organizational needs. Companies across Dubai, Abu Dhabi, and Sharjah have benefited from our workshops, along with corporate clients in the wider GCC region, including Saudi Arabia, Qatar, Oman, Bahrain, and Kuwait. This ensures consistent customer service excellence across diverse teams and industries.

📌 Book your corporate training batch today and empower your workforce with world-class customer service skills.

Course Outline

This two-day program provides a structured and practical learning journey for participants.

Day One: Core Customer Service Skills

Gain foundational skills for understanding customer expectations and communicating effectively.

• Identifying Your Customers
• Why Do We Lose Customers?
• The Six Steps of Customer Service
• Aspects of Communication
• Sharpen Your Questioning Skills: Effective and Ineffective Questions
• Developing Active and Effective Listening Skills

Day Two: Advanced Service Strategies & Telephone Excellence

Build advanced techniques for handling calls, resolving complaints, and leaving lasting impressions.

• Creating Memorable First Impressions and Positive, Lasting Final Impressions
• Telecommunication Essentials
• Essential Telephone Etiquette
• Opening: A Warm Welcome
• Closing: A Remembered Goodbye
• Put On Hold: The Professional Way
• The Transfer: Warm Transfer or Cold Transfer?
• Infusing Positivity in the Call
• Identifying Queries, Concerns, and Complaints
• How to Successfully Handle Customer Complaints
• Techniques for Handling Difficult Callers
• Designing a Professional Customer Service Charter