Excellence in Customer Service :

This course uses a combination of interactive training techniques such as case studies, self-assessment exercises, video presentations, discussions, oral and written questions resulting from the discussions, as well as brief presentations by the consultant and participants.



Course objectives:


• Setting goals and programs to maximize customer satisfaction.

• Supervising the design, implementation, and analysis of any customer satisfaction questionnaire.

• Classifying clients and developing relevant strategies.

• Preparing mutual service level agreements to ensure clarity and compliance.

• Adjusting the face of service in the department through well-selected key performance indicators.


The Axes :


Unit 1: Definitions and Concepts


• Quotations about customer service.

• Definitions and concepts of customer service.

• Service quality requirements.

• Some interesting numbers.

• The cost of poor customer service.

• Foundations of customer service.

• Learn from the best .



Unit 2: Internal customer service:


• Identify internal and external customers.

• Service elements.

• Client requirements.

• The basis of excellent customer service.

• Service and profit chain.


Unit 3: Managing Customer Expectations


• The importance of customers’ expectations.

• The level of service provided.

• Managing customer expectations.

• Service quality elements and the RATER model.

• Exceeding customer expectations.


Unit 4: Effective communication skills for dealing with customers:


• Effective communication.

• Verbal communication with customers.

• Listening.

• Listening skills.

• Telephone etiquette.


Unit 5: Customer Complaints


• The facts and their results.

• Symptoms versus causes.

• Root cause analysis.

• Strategic initiative.


Unit 6: Appropriate behavior with customers:


• The strength of behavior.

• Principles of effective behavior.

• How to deal professionally with customers.

• Communication history.

• Interesting study.

• Interpreting non-verbal behavior.

• Appropriate behavior with the client.

• Incorrect behavior with the client.

• Negative, aggressive, and assertive behavior.

• Components of verbal and non-verbal communication methods.

• Dealing with demanding clients.

• Dealing with different personality types.

• Typical types of customer personalities.

• Improving the level of service.



Target groups :


  • Customer and beneficiary service officials.

  • Sales and marketing officials.

  • Sales department supervisors.