Customer Service Excellence

Programme Summary

Consistent customer service depends on understanding the request, communicating clearly and taking ownership within agreed authority. This programme develops practical skills in listening, questioning, service recovery and complaint handling across face to face and digital channels. Participants practise difficult interactions, document useful service records and use customer feedback to recommend improvements that address recurring service problems.

Training Objectives

1 Strengthen understanding of customer expectations and service commitments; 2 Improve listening questioning and clear response skills; 3 Develop constructive approaches to complaints and difficult interactions; 4 Promote accountable handovers and accurate service records; 5 Build practical use of feedback for service improvement.

Learning Outcomes

1 Identify customer needs using structured questioning techniques; 2 Deliver a clear response within stated service authority; 3 Demonstrate respectful handling of a complaint scenario; 4 Record a service case with appropriate followup actions; 5 Recommend improvements from a supplied customer feedback sample.

Target Audience

Customer Service Officers; Contact Centre Agents; Reception Supervisors; Service Coordinators; Customer Support Team Leaders; Sales Support Officers.

Target Industries

Retail; Hospitality; Financial Services; Healthcare Administration; Telecommunications; Public Services.

Course Contents

• Module 1 Customer Service Foundations: Customer needs and service expectations; Service promises and authority boundaries; Internal customers and service handover responsibilities.
• Module 2 Listening and Questioning: Active listening and confirming understanding; Open questions and relevant clarification; Recognising accessibility and communication support needs.
• Module 3 Clear Service Communication: Plain language and professional response structure; Tone across telephone written and digital channels; Setting realistic expectations and next steps.
• Module 4 Managing the Service Journey: Critical touchpoints and avoidable customer effort; Case ownership and coordinated internal handovers; Response times and useful progress updates.
• Module 5 Handling Complaints: Receiving complaints without premature judgement; Recording evidence and investigating relevant facts; Resolution options escalation and closure confirmation.
• Module 6 Difficult Customer Interactions: Deescalation and respectful communication techniques; Setting boundaries for abusive customer behaviour; Seeking support when safety concerns arise.
• Module 7 Service Records and Feedback: Accurate notes and minimum necessary information; Feedback sources and customer satisfaction measures; Complaint trends and recurring service problems.
• Module 8 Service Improvement Practice: Selecting practical actions from feedback evidence; Assigning improvement owners and review measures; Roleplay reflection and individual service commitments.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Closed book; calculator permitted where relevant. Internet and AI assistance prohibited.
• Individual applied assessment (30 minutes): Handle a simulated customer complaint, including clarification, a proportionate response and an escalation decision. Complete a concise case record and recommend one preventive service improvement from the supplied feedback evidence.
• Assessment criteria: Listening empathy and clarity of communication; Appropriateness of resolution and escalation decisions; Accuracy of records and relevance of improvement action.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed customer service communication and response skills; it does not confer external service certification or regulatory authority.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

No formal prerequisites. Experience in a customer facing or internal service role is helpful; participants must communicate adequately in the course delivery language.No formal prerequisites. Experience in a customer facing or internal service role is helpful; participants must communicate adequately in the course delivery language.No formal prerequisites. Experience in a customer facing or internal service role is helpful; participants must communicate adequately in the course delivery language.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Spend 20 minutes reviewing an anonymised service scenario and identifying the customer request, expected response and unresolved issues.Spend 20 minutes reviewing an anonymised service scenario and identifying the customer request, expected response and unresolved issues.Spend 20 minutes reviewing an anonymised service scenario and identifying the customer request, expected response and unresolved issues.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.