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Customer Service, Sales , Marketing Training Courses

Certified Customer Service Professional

Duration
2025-12-07 5 Days 2025-12-11
Attendance

Hotel Meeting Room

Hotel Meeting Room
Course code
SM-304
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City / venue
DUBAI

Classroom

Fees / hours
2950 $ | 25 Hours

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Course details

Overview
Content
Training Methodology

Overview ?

Program Objectives
By the end of the program, participants will be able to:
  • Understand the importance of a customer service culture in a competitive environment.
  • Practice the techniques of managing customer expectations and delighting customers.
  • Define the process of managing a customer complaint system.
  • Agree and practice strategies for service recovery aimed at regaining customer loyalty.
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
Program Outline
Customer Service
  • Definitions and Concepts
The Role of the Customer Service Executive
  • The Principles of Customer Service
Principle Foundation of Superior Customer Service
  • Strong Relationship
  • Superior Service
  • Professional Behavior
A Profile of Different Customer Personalities
  • Ways of Dealing with Them
Managing a Customer Complaint System
  • Types of Customer Complaints
  • Handling Complaints: Process and Behavior
  • Complaint Management Standards
  • Elements of a Complaint Management System
Attaining Customer Satisfaction through Quality Measures
  • Components of Quality Service
  • Elements of the RATER Model

 
Managing Customer Expectations
  • Strategies and Actions to Delight Your Customers
Strategies for Service Recovery from a Major Crisis
  • Analyzing the Reasons for the Crisis
  • Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Developing a Customer Service Culture within Your Organization
  • The Mindset and the Toolset
  • Polishing Your Perception Points
  • Keeping Track of Service
Effective Communication with Customers
  • Active Listening
  • Overcoming Barriers to Effective Communication with Customers
  • Re

 

Day 1

Asset Cost Management Introduction

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 2

Laying the Groundwork

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 3

Applying the Value based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 4

Ensuring the Continuity of the Value-based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 5

Supporting Process that Lower Life-cycle costs

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Training Methodology

Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:

  • Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
  • Making scientific evaluation to the trainee (before and after)
  • Brainstorming and role-playing
  • Using case studies related to the scientific material being delivered and the trainees' work.
  • The participants get the scientific and practical material printed and on CDs and Flash memories.
  • Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
  • A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
  • After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
  • Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
  • Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
Different venues & timings for this course

Course name

Duration

City

Price

Certified Customer Service Professional

15, Dec 2025 19, Dec 2025

Kuala Lumpur

3250$

Certified Customer Service Professional

21, Dec 2025 25, Dec 2025

Amman

2750$

Certified Customer Service Professional

29, Dec 2025 02, Jan 2026

Kuala Lumpur

3250$

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