About this course
The Excellence in Customer Service Management program equips participants to develop and implement effective, innovative customer-service strategies that increase customer satisfaction and loyalty, and to improve their professional performance by adopting best practices and modern tools.
Program units:
- Unit 1 – Introduction to customer service; core customer-service skills (communication and active listening, empathy and patience, handling complaints).
- Unit 2 – Strategies for excellent service (raising satisfaction, upselling and cross-selling, managing expectations); technology in customer service (supporting tools, AI and CRM, data analysis).
- Unit 3 – Measuring and analysing service performance (KPIs, using data and feedback, quantitative and qualitative satisfaction methods); building a customer-centred culture.
Every lesson includes a practical training activity. The course includes a pre-test, a post-test and a satisfaction survey.
This course is taught in Arabic. This English page is provided for reading only.
What you will learn
- Communicate clearly and effectively with customers to ensure mutual understanding
- Use active listening to understand customer needs and expectations accurately
- Handle complaints and turn negative customer experiences into positive opportunities
- Apply upselling and cross-selling techniques that add value for the customer
- Build and implement customer-service strategies that increase customer satisfaction
Requirements
- No specialist background is required; the course starts from the fundamentals
- Ability to read and follow training content in Arabic (the language of instruction)
- A computer or smartphone with an internet connection
Who this course is for
- Customer-service and call-centre representatives
- Front-line, reception and sales staff
- Supervisors and team leaders in service departments
- Business owners who want to improve their customers' experience
Request this course in English
If enough people ask, we will open a version of this course in English and let you know when it is available.
Curriculum
19 Lessons • 3 Quizzes
Course Content
الاختبار القبلي
-
الاختبار القبلي
الوحدة الأولى – المحور الأول: مقدمة في خدمة العملاء
الوحدة الأولى – المحور الثاني: المهارات الأساسية لخدمة العملاء
الوحدة الثانية – المحور الأول: استراتيجيات تقديم خدمة ممتازة
الوحدة الثانية – المحور الثاني: تكنولوجيا في خدمة العملاء
الوحدة الثالثة – المحور الأول: قياس وتحليل أداء خدمة العملاء
الوحدة الثالثة – المحور الثاني: تطوير ثقافة مركزة على العميل
التقييم الختامي
Earn a certificate
Add this certificate to your resume to demonstrate your skills & increase your chances of getting noticed.
Instructor
Hasan Zeanabul
Reviews
Student Ratings & Reviews
FAQ
Who is this course for?
Customer-service and call-centre representatives, reception and sales staff, supervisors and team leaders in service departments, and business owners who want to improve their customers' experience.
Do I need previous customer-service experience?
No. The course starts with the fundamentals of customer service and builds up gradually to strategies, technology and performance measurement.
What topics does the course cover?
Three units: an introduction to customer service and its core skills; strategies for excellent service and technology in customer service; and measuring service performance and building a customer-centred culture.
Is the course practical?
Yes. Every lesson includes a training activity that applies what was learned to real customer-service situations.
How am I assessed?
With a pre-test at the start and a post-test at the end (30 true/false questions each, pass mark 60%), plus a short satisfaction survey.
What language is the course taught in?
The course is taught in Arabic. The English page is provided for reading only.
