Customer Service Excellence
Deliver consistently excellent customer service. Participants learn who their customers are, create positive first and last impressions, read body language, identify needs and expectations, handle objections and difficult situations and measure service performance.
At a glance
- 2–3 days
Who it's for
- Customer-facing staff
- Supervisors of service teams
Learning objectives
- Understand clients and identify their needs
- Build relationships and follow the service process
- Understand the cost of poor service
- Handle complaints, objections and difficult customers positively
- Adapt to different customer behaviours
- Measure service performance
Detailed content
- Internal & external customers
- Defining excellent service
- Customer expectations
- Positive first and last impressions
- Body language & voice
- Effective questioning
- Telephone etiquette: answering, holding, transferring
- Letting customers express feelings
- Identifying needs
- Staying positive
- Handling objections & difficult customers
- Collecting customer information
- Service performance measurement
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Customers & Service
- Impressions & Communication
- Needs & Emotions
- Difficult Situations
- Measuring Service
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Hands-on lab on your laptop with a real business data set
- Build a complete dashboard from raw data to one-page report
- Data-cleaning challenge (Power Query / pandas)
- Customer-journey mapping of one service with pain points
Tools and templates you keep
- Practice files and solution workbooks
- Formula, DAX and shortcut cheat sheets
- Dashboard design checklist
- Customer-journey map template
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- Microsoft PL-300 skills outline (Power BI)
- CRISP-DM data-analysis process
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Part of these career paths
- Customer Experience & Sales · Foundation
Frequently asked questions
How long is Customer Service Excellence?
The program runs 2–3 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Call Center Management: COPC Standards & Customer Experience3 days
- Communication Skills & Complaint Handling5 days
- Customer Experience (CX) Mastery5 days
- Government Call Center Development Tracks (Arabic): Track 1 Leadership & Supervision; Track 2 Back-Office Skills –3 days
- World-Class Customer Service2 days
- Effective Selling Skills3 days
- Key Account Management5 days
- Public Relations1 day
- The Art of Marketing & Consumer Behavior3 days
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.