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A highly interactive training course on

Certificate in Customer Service Management

Coventry Academy - Certificate in Customer Service Management
5
Days

Course Schedules

 Dubai
 16-20 Jun 2025
 $5,950
 Dubai
 03-07 Nov 2025
 $5,950

Training course overview

This highly interactive training course equips you with the tools, resources, and best practices needed to enhance customer relationships and elevate customer service within your organization. In today's customer-centric business environment, effective customer service management requires strong communication strategies, persuasion techniques, and conflict resolution skills.

Well-trained and motivated customer service professionals are essential for delivering quality service, giving your organization a competitive edge and fostering customer loyalty.

This training course will cover:

  • Best practices and procedures for customer service management
  • Development of effective communication and interpersonal skills
  • Win-win negotiation principles and service recovery strategies
  • Standards for measuring and monitoring customer satisfaction to drive continuous improvement
  • Leadership development and team-building techniques that promote customer service excellence.

What are the goals?

By the end of the training course, participants will be able to:

  • Describe the best practices of a world-class customer service providers
  • Identify key components that promote customer retention and loyalty
  • Measure and monitor customer service satisfaction standards
  • Utilize nonverbal communication gestures to make positive first impression & build rapport
  • Use conflict resolution skills to work with difficult or demanding customers

Who is this training course for?

The training course is for Customer Service professionals who have a desire to enhance their communication, conflict resolution, and negotiation skill and is suitable to a wide range of professionals but will greatly benefit:

  • Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Heads/Managers
  • Account Managers
  • Field Service Representatives

How will this training course be presented?

This training course will utillise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions, and team building activities.

Delegates will utilize best practices and benchmarking to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning.

Course Outline

Day One: Fundamentals of World-Class Customer Service Management
  • The benefits of providing world-class customer service
  • Does the 'customer experience' align with your organisation’s vision/mission statement?
  • Identifying internal and external customer expectations
  • How to use customer service to increase sales and customer satisfaction
  • Benchmarking the best and worst rated customer service providers
  • The WOW Factor: Going the Extra Mile to exceed customer expectations
Day Two: Effective Communication and People Skills Development
  • Body language: How to read your customer like a book
  • Managing the four customer personality types
  • Questioning techniques and active listening skills to improve communication effectiveness
  • How to determine a customer’s “preferred learning style”
  • Dos and don't s of written communication
  • Keys to effective telephone and voice mail communication
Day Three: Leading the Way to Customer Service Excellence
  • The benefits of teamwork and mutual cooperation
  • Team building and leadership exercise
  • The role of the supervisor during service recovery
  • Empowering employees to better serve their customers
  • The most admired leadership traits
  • Motivating employees to improve performance
Day Four: Measuring and Monitoring Customer Service Satisfaction
  • Establishing customer service satisfaction measuring and monitoring standards
  • Best practices for recording and monitoring customer service issues
  • The art of giving and receiving constructive feedback
  • Negotiating win-win outcomes
  • Managing emotions during stressful situations
  • Service recovery strategies for working with difficult customers
Day Five: Action Planning for Improving Customer Service Management
  • What is your Action Plan?
  • Your attitude makes a difference
  • Stress management tips for maintaining peak performance
  • Time management strategies to maximize daily productivity
  • Setting SMART goals for continuous customer service improvement
  • End of course review

Accreditations

Coventry Academy Professional Development Certification

The certificate

  • Coventry Academy Certificate of Attendance will be provided to delegates who attend and complete the course
  • Delegates who fully attend this course, and successfully pass the CAPC assessment, will receive a certificate from Coventry Academy Professional Certification (CAPC)® 

Coventry Academy
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