Excellence in Customer Service


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It costs five times as much to win a new customer than to keep a current one. Excellence in Customer Service is an attitude engrained in every department and it begins and ends with your people, from top to bottom.


  • Explore what customer satisfaction is all about
  • Learn how to build up trust and effortless rapport with your customers
  • Recognise how your attitude affects customer service
  • Apply techniques on how to get a ‘win-win’ outcome with your customers
  • Use outstanding customer service to generate return business
  • Identify the needs and requirements of your customers
  • Determine the internal and external customer stress
  • Mirror customer behaviour and avoid stress creating behaviours
  • Develop techniques and strategies to handle complaints effectively
  • Respond to difficult customers with empathy and confidence
  • Demonstrate professional telephone skills and active listening techniques
  • Design and implement customer service standards for your organisation

Course Content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One
What is customer service?
  • Customer service as a philosophy
  • The dimensions of customer service
  • Critical elements of customer service
  • Good versus bad customer service
Who are your customers?
  • Internal and external customers
  • Why do you lose customers?
  • How lost customers can mean lost jobs?
  • Calculating the cost of your lost customers
Giving the right impression to your customers
  • Personal branding
  • Your personal appearance and grooming
  • Your initial greeting – giving the right impression
  • Breaking the ice and building rapport
Communication in customer service
  • Effective communication
  • Empathy
  • Positive and negative communication
  • Being assertive
Day Two
Service delivery
  • Your customers’ needs and expectations
  • Creating customer loyalty
  • The three levels of service
  • Customer relationship management
  • Customer service standards
Service Level Agreements (SLA’s)
  • Three keys to effective SLA’s
  • Creating SLA’s that work
  • Using SLA’s to support internal customer relationships
Customer service toolkit
  • Essential telephone skills
  • Meeting etiquette
  • E-mail etiquette
  • Handling complaints
  • Dealing with difficult customers
  • Managing the moment of conflict
  • Using customer feedback to enhance service


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations
  • Assessments
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27 Jun 2021 - 28 Jun 2021


9:00 am - 3:00 pm


Abu Dhabi


Abu Dhabi
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