Customer Service

Designed for:

  • Customer service representatives
  • Sales and marketing professionals
  • Customer service supervisors and managers
  • Field service representatives
  • Account managers
  • Front line workers

Duration: 2 days / 16 hours

By the end of this course, learners will be able to:

  • Have the skills to provide Legendary service to all customers
  • Recognize the needs and expectations of a customer
  • The ability to maintain excellent impression for yourself and your company
  • Maintain a positive, customer-focused attitude, even in challenging situations


  • Making the customer feel special and valued
  • Positive words, tone and body language is the impression you create
  • Establishing rapport with customer
  • Asking the right questions – TED technique
  • Showing a ‘brand’ image
  • Using C.A.R.P system to resolve customers’ complain
  • Giving ‘bad news’ and saying ‘no’ constructively
  • Defusing a difficult situation
  • Demonstrating empathy – exploring options and alternatives
  • Balanced behavior responses
  • Acting on feedback from customers
  • How to generate customer loyalty
  • Improving the brand experience
  • Managing customer complaints
  • Managing extremes of behavior
  • Managing your emotion and your customer’s emotion
  • Using the complaint to re-shape the ‘customer experience’
  • Genuine, sincere and proactive customer service

Video courses to build new skills from start to finish.

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Amber Ivy  (Grancie Company)

*Courses can be conducted in English and/or in Arabic, or in any other language

*Courses can be attested from knowledge and Human Development Authority at nominal fees

To Book Your Seat, Please Contact

Office 235, Matloob Building, 2nd interchange, Sheikh Zayed Road, P.O. Box 211981 Dubai, UAE

Phone: +971 (4) 3791185 / +971 (4) 3791186, Fax: 04- 3791186,

Cell: +971 562738022 / +971 56 146 6094 / +971 50 714 0691