Sales & Marketing

Training Course: Customer Service Excellence & Mindset (Customer Recreation)


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SM234624

6 - 10 Apr 2025

Dubai (UAE)

Cost : 4150 € Euro

 Introduction

In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Objectives of Customer Service

  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Course Outlines of Customer Service

Day 1: Definitions and concepts

  • Quotations on customer service
  • Service definitions
  • Quality service requirements
  • Some interesting numbers
  • Cost of bad customer service
  • Customer care foundations
  • Learning from the best
  • Additional comments about service

Day 2: Internal customer service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service

Day 3: Managing customer expectations

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • 'RATER' in real life
  • The Service Quality (SQ) factors
  • Flying over customers' rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles

Day 4: Effective communication skills for handling customers

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette

Day 5: Professional behavior with customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non-verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive and aggressive behavior
  • Verbal and non-verbal components of communication styles

Dealing with difficult customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery

Sales & Marketing

Training Course: Customer Service Excellence & Mindset (Customer Recreation)


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

SM234624

6 - 10 Apr 2025

Dubai (UAE) -

Cost: 4150 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
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