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Course Category
→ Accounting and Finance
→ Administration and Secretarial
→ Auditing and Governance, Risk and Compliance
→ Banking, Insurance and Financial Services
→ Business Continuity and Crisis Management
→ Communication and Writing Skills
→ Construction Management
→ Contracts Management
→ Customer Service
→ Data Management and Business Intelligence
→ Digital Innovation and Transformation
→ Energy and Water Management
→ Financial Technology (FinTech)
→ Health, Safety and Environment
→ Human Resources and Training
→ Interpersonal Skills and Self Development
→ IT Management
→ Leadership and Management
→ Legal
→ Maintenance and Engineering
→ Marketing and Sales
→ Monetary Economics
→ Monitoring and Evaluation
→ Oil and Gas
→ Planning and Strategy Management
→ Port and Shipping Management
→ Procurement and Supply Chain Management
→ Project Management
→ Public Relations
→ Quality and Productivity
→ Security Management
→ Tourism Management
→ Transport and Logistics
More Links
→ Public Training Courses
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Customer Service Professional

Why Attend

This course covers most of the subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers as well as tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Overview

Course Outline

Schedule & Fees

Course Methodology

This course uses interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role-plays, exercises, video clips, and more.

Course Objectives

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

  •  Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
  •  Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
  •  Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
  •  Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
  •  Explore virtual customer service tools to enhance customer loyalty and service effectiveness


Target Audience

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

  • Communicating with customers
  • Customer-centricity
  • Emotional control
  • Empathy
  • Adaptability and flexibility
  • Perceptiveness
  • Resilience


Customer Service: Highlights and Foundations  

  • Customer service in the 21st century
  • Customer service definitions
  • The service dimensions matrix
  • Building a service mindset

The Framework of Successful Service Quality

  • Components of Service quality
  • Service quality
    • Service quality gaps
    • The 'RATER' Model
  • The customer complaint system
    • Definition of a ‘customer complaint’
    • Main reasons why customers complain
  • Inspired staff
    • Principles of inspiring people
  • Customer loyalty
    • Attributes and characteristics of loyal customers
    • Strategies to keep customers loyal

Becoming a 5 Stars Customer Service Pro  

  • The emotionally intelligent Customer Service Professional
    • Definition of Emotional Intelligence
    • How EI improves customer service  
  • Effective interpersonal communication skills
    • Interpersonal communication pillars
    • Reflective listening skills
  • Customer-facing excellence 
    • Making an excellent first impression
    • Dealing with different types of customers

Customer Empathy and Research

  • Enhancing customer empathy
    • Definition of customer empathy
    • The customer empathy map
  • Deepening customer research
    • Creating a customer persona
    • Measuring customer satisfaction

Customer Service Success Practices

  • Identifying personality strengths and weaknesses
    • DiSC® personality development profile
  • The virtual customer service professional
    • Virtual customer service tools and benefits 

$1995

Arusha

Country: Tanzania

Duration: One week

Date: 17–21 Nov 2025

Register

$2100

Kigali

Country: Rwanda

Duration: One week

Date: 23–27 Mar 2026

Register