Customer Care And Telephone Skills

In today’s competitive business environment, exceptional customer service is the cornerstone of success. Our Customer Service Excellence Training in Riyadh equips participants with practical skills, advanced techniques, and a customer-centric mindset to deliver outstanding experiences in-person, on the phone, and across digital channels. Over two interactive days, participants gain actionable strategies to handle challenging situations, enhance communication, and create positive, lasting impressions that drive loyalty and growth in Saudi Arabia’s corporate landscape.

Whether you are a frontline employee, team leader, or manager, this program provides a structured framework for consistent service excellence, tailored to the expectations of Riyadh’s diverse business sectors.

Learning Outcomes & Benefits

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

• Accurately identify and anticipate customer needs and expectations.
• Understand why customers leave and apply strategies to retain and delight clients.
• Apply the six key steps of exceptional customer service for every interaction.
• Improve questioning, listening, and communication skills for clearer and more effective conversations.
• Deliver professional first and lasting impressions, both face-to-face and over the phone.
• Master telephone etiquette and digital communication to provide seamless service.
• Resolve complaints and handle difficult customers with confidence and professionalism.
• Develop and implement a Customer Service Charter for sustainable organizational success.
• Result: Enhanced customer satisfaction, stronger brand loyalty, and measurable improvement in organizational efficiency.

Who Should Enroll?

This course is perfect for:

• Customer service representatives, receptionists, and call center agents
• Sales and business development professionals
• Team leaders, supervisors, and managers in customer-facing roles
• Corporate teams aiming to standardize service excellence across departments
• Fresh graduates seeking a solid foundation in customer engagement skills

Why Choose Our Training in Riyadh

• Expert Trainers with extensive experience in Saudi and GCC corporate environments
• Globally Recognized Certifications upon completion
• Interactive Learning: Role plays, simulations, and real-world scenarios
• Flexible Delivery: Classroom, online, or blended learning formats
• Trusted by leading corporates across Riyadh and the GCC

Course Outline

Customer Care & Telephone Skills training enhances professionals’ ability to communicate clearly, listen actively, and resolve customer concerns with empathy and professionalism. Participants learn techniques for building rapport, managing difficult calls, and creating positive customer experiences that strengthen loyalty and trust.

Day One: Core Customer Service Skills

• Understanding Your Customers and Their Expectations
• Why Customers Leave and How to Retain Them
• The Six Steps of Exceptional Customer Service
• Effective Communication Techniques
• Active Listening and Questioning Skills 

Day Two: Advanced Service Strategies & Telephone Excellence

• Creating Memorable First and Lasting Impressions
• Telephone Essentials: Warm Welcome, Professional Hold, Smooth Transfers
• Handling Complaints and Difficult Customers
• Infusing Positivity in Every Interaction
• Designing a Professional Customer Service Charter

Methodology

Our training uses a hands-on, practical approach tailored for Riyadh’s corporate environment. Participants engage in interactive discussions, real-world case studies, and role plays, practicing skills in face-to-face and telephone interactions. Trainers provide personalized feedback, helping participants implement strategies immediately. This approach ensures measurable improvement in customer experience, retention, and professional confidence.