Etiquette for Excellent Customer Service for Front Line Staff

Start Date End Date Venue Fees (US $)
31 May 2026 Riyadh, KSA $ 3,900 Register
30 Aug 2026 Dubai, UAE $ 3,900 Register
13 Dec 2026 London, UK $ 4,950 Register

Etiquette for Excellent Customer Service for Front Line Staff

Introduction

In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary Behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Objectives

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

    • Explain the importance of customer service in a competitive environment
    • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
    • Practice the techniques of managing customer expectations and delighting customers
    • Provide better, faster service and increase customer satisfaction
    • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

Who Should Attend?

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Target Competencies:

  • Customer orientation
  • Self-confidence
  • Personal accountability
  • Persuading others
  • Empathic outlook
  • Emotional control

Course Outline

Day 1: Definitions and Concepts

  • Quotations on customer service
  • Service definitions
  • Quality service requirements
  • Some interesting numbers
  • Cost of bad customer service
  • Customer care foundations
  • Learning from the best
  • Additional comments about service​

Internal Customer Service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service​

Day 2: Managing Customer Expectations

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • 'RATER' in real life
  • The Service Quality (SQ) factors
  • Flying over customers' rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles​

Day 3: Scope of Marketing and Selling

  • Definition and functions of marketing 
  • Definition and functions of selling
  • Differences between marketing and selling
  • Selling self-assessment readiness  
  • Marketing self-assessment readiness
  • S-Marketing - The new trend
    • Running effective meetings between marketing and sales
    • Sales and marketing communication tips ​

Day 4: Effective Communication Skills for Handling Customers

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette​

Day 5: Professional Behavior with Customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non-verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive, and aggressive behavior
  • Verbal and non-verbal components of communication styles​

Dealing with Difficult Customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery

Accreditation

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