PR & Customer Service

Training Course: Frontline Customer Service


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RR234911

1 - 5 Jun 2025

Dubai (UAE)

Cost : 4150 € Euro

Introduction

“Frontline Customer Service” is an area that all companies invest in, as they are considered the primary facilitators for customer interaction and satisfaction.

In other words, there is much urgency in this particular line of work for both companies and employees, and requires an equally meticulous training program to address this urgency.

This training course will therefore include interactive lectures on:

  • How to address the various kinds of fears that most customer service representatives tend to experience.

  • Understanding your customer and customer's behaviour.

  • How to read customers’ emotions through pitch and body language.

  • How to communicate information.

  • How to defuse tension between reps and customers.

The ultimate goal here is to not just turn employees into resilient assets, but expert communicators capable of turning the tide of any conversation.

Training Objectives

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

  • Define quality customer service.

  • Know your customer's behavior.

  • Learn the customer service, and transaction model.

  • Know the different techniques for face-to-face vs. telephone interactions.

  • Recognize visual, auditory, and kinesthetic words

  • Know the different aspects of body language that can be matched and/or mirrored

  • Understand the four components of vocal characteristics

  • Know the different aspects of communication.

  • Gain the appropriate communication skills.

Training Outlines

Introduction to Customer Service

  • Quality of customer service

  • Creating a customer service culture

  • Addressing Customer needs

  • The benefits of providing excellent customer service

  • How to use customer service to promote customer loyalty

  • Case study: The best and worst customer service providers

  • The WOW Factor: Going the extra mile…and then some!

  • The importance of managing internal and external customer expectations

  • First impressions: What do your customers see and hear?

Understanding your customer

  • Customer Personalities and Profiles.

  • Six personalities that lead to conflict and how to deal with them

  • Understanding and working with different customer styles

  • Practical exercise: What is your personality type?

  • The Customer’s Body Language:

    • The different aspects of body language

    • identify head movements that indicate someone’s communication channel

    • Distinguish postures that indicate someone’s communication channel.

  • The Customer’s Vocal Characteristics

    • Classify vocal characteristics of visual speakers

    • Recognize vocal characteristics of auditory speakers

  • Practical Exercise: Evaluate customer scenarios to determine the best approaches

Communicating the Customer Service Message

  • How well does your organization communicate the importance of customer service?

  • Understanding your customer’s communication

  • Tips for building trust and rapport quickly

  • What is your preferred learning style?

  • Developing your active communication skills

  • Use questioning techniques to identify a customer’s expectations and service requirements

  • The dos and don’ts of communication

  • Social Media and customer expectations

Communication Skills

  • Effective communication with customers

  • Definition of communication

  • Communication goals

  • Communication as a critical success factor

  • Communication with customers

  • Characteristics of good communications

  • Approaching customers

  • Recognize visual auditory and kinesthetic words

  • Practical exercise: scenarios to determine best approaches, and evaluate responses of the participants

Building Rapport

  • How to build rapport using:

    • Mirroring

    • Matching

  • Difference between matching and mirroring.

  • Define different types of communication channels.

The Challenging Customer

  • How to pace a customer

  • Leading customers to a more resourceful state

  • Practical exercise: Evaluate customer scenarios to determine the best approaches and understand why conflict occurs in customer interaction.

Mechanics of Customer Service

  • The mechanics of greeting customers

  • How to transfer customers effectively

  • How to professionally handle customer e-mail inquiries

PR & Customer Service

Training Course: Frontline Customer Service


Register Now
Quick Inquiry
Discount Group Download Brochure (37)

RR234911

1 - 5 Jun 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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