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Customer Service Training Course

Customer Service is one of the crucial topics that have a huge [positive] impact on every business. The support you offer your customers both before and after they buy and use your products or services helps them have an easy, enjoyable experience with your brand. Customer Service is more than solving a customer’s problems and closing deals. 


Today, customer service means delivering proactive and immediate support to customers anytime on the channel of their choice whether by phone, via email, text, chat, and more.​ This training course will help you build a strong foundation in customer service and customer happiness.

Program Overview

Learning Objectives

Upon completion of the Customer Service and Customer Happiness Course, you will:

  • Learn more about the delivery of excellent customer service.

  • Improve your communication skills to strengthen relationships and interactions with customers and colleagues.

  • Develop the knowledge and principles that underpin outstanding customer care.

  • Gain or develop key transferrable skills applicable in a range of industries and sectors.

Course Topics

Topic 1: Understanding the Organization

  • The ​Factors that can affect an organization and the customer service journey

  • Employee rights, responsibilities, and organizational procedures

  • Career Pathways within Customer Service

  • How employees are supported within the customer service role

  • Organization’s policies and procedures

Topic 2: Prepare to Deliver Excellent Customer Service

  • ​The principles of customer service in an organization

  • How customer needs and expectations are identified

  • How to balance customer expectations against the organization’s offer

  • How complaints are handled

  • Legislation relating to customer service


Topic 3: Communication in the Customer Service Role

  • Methods of communication with customers

  • How to handle customer service information

  • How to work as part of a team to provide effective customer service

  • How to meet the needs of a diverse range of customers

  • The importance of promoting and evaluating products and services

Topic 4: Understand Customer's Behavior and How to Respond

  • Learn the Cultural factors and how they can affect customer expectations

  • Understand How good customer service can positively influence customer loyalty

  • Understand How the reputation and image of organizations

  • Identifying dissatisfied customers and learning how to handle their concerns professionally

Topic 5: The Power of Smiling and Happiness

  • Understand the importance of a smile and its effect

  • Learn how to handle problems without affecting your mood negatively

  • Learn how to handle concerns without affecting your attitude negatively 

  • Learn how to control emotions and think positively while working/ serving customers

Delivery & Duration

  • Delivery: 

    • Online on Zoom 

  • Duration:

    • 2 Days​

  • Medium of Instruction:

    • English​

    • Arabic


  • Please select the dates and timings that suit you from the schedule below


Upon completion of the Customer Service Training Course, Participants will get the following certificate:


  • Customer Service Certificate


  • 2 Years 

Awarding Body:

  • Al Danah Institute, Abu Dhabi- UAE


  • 599 AED

  • 399 AED


To register for this training program, Please send the following:

  • Full Name

  • Address

  • Phone Number

  • Email Address

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