World-Class Customer Service
World-class service skills for front-line and call-centre staff. Participants build a professional service style, handle enquiries, listen and question effectively, recover service failures, handle complaints and build lasting customer relationships; call-centre versions add phone etiquette and written communication.
At a glance
- 2 days
- 3–4 days · Technical call centres (+ phone etiquette)
- 6 days · Extended call-centre program
Who it's for
- Customer service representatives
- Front-line employees
- Call-centre agents
Learning objectives
- Adopt a consistent professional style with customers
- Engage customers and handle enquiries effectively
- Listen, question and summarise to respond fully
- Add value and exceed expectations
- Turn complaints into positive experiences
Detailed content
- Why service matters; cost of losing a customer
- Moments of truth
- Customer generations (Baby Boomers, Gen X, Millennials, Gen Z)
- What great service looks & feels like
- Responsibility for service
- Stepping into the customer's shoes
- Contact model & service standards
- First impressions & rapport
- Positive language & tone; vocal impact
- Telephone etiquette
- Questioning
- Active listening & note-taking
- Empathy
- Saying 'no' professionally
- Nature of complaints
- Responding to challenging requests assertively
- Turning disappointment into delight
- Complaint-handling practice
- Trust & loyalty
- Differentiation
- Adding value & following up
- Body language
- Role plays & final assessment
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Importance of Customer Service
- Defining Great Service
- Handling Enquiries
- Establishing Needs
- Service Recovery & Complaints
- Building Relationships
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Classify products and complete a full export document set
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- Export-readiness checklist
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
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
- ICC Incoterms 2020; UCP 600; URDG 758
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 · Practitioner
Frequently asked questions
How long is World-Class Customer Service?
The program runs 2 days; other formats: 3–4 days, 6 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
- Customer Service Excellence2–3 days
- Government Call Center Development Tracks (Arabic): Track 1 Leadership & Supervision; Track 2 Back-Office Skills –3 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.