TRAINING CATEGORIES
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24 - CMR - Customer Relations


MCR 105 - Customer Service Skills

Code Start Date Duration Venue
MCR 105 16 June 2025 5 Days Istanbul Registration Form Link
MCR 105 07 July 2025 5 Days Istanbul Registration Form Link
MCR 105 04 August 2025 5 Days Istanbul Registration Form Link
MCR 105 01 September 2025 5 Days Istanbul Registration Form Link
MCR 105 27 October 2025 5 Days Istanbul Registration Form Link
MCR 105 24 November 2025 5 Days Istanbul Registration Form Link
MCR 105 22 December 2025 5 Days Istanbul Registration Form Link
Please contact us for fees

 

Course Description

This Customer Service Training Course is designed to equip participants with the essential skills, knowledge, and mindset required to deliver outstanding customer experiences. Through interactive sessions, real-world scenarios, and practical exercises, participants will develop effective communication techniques, problem-solving abilities, and strategies for handling difficult situations.

The course covers key topics such as active listening, managing customer expectations, conflict resolution, service recovery, and relationship building. Whether you are a frontline service representative, a sales professional, or a team leader, this program will enhance your ability to provide exceptional customer service, improve customer satisfaction, and foster long-term loyalty.

 

Course Objectives

  • Adopt  consistent, professional style when speaking with customers
  • Develop skills in engaging with customers and handling their enquiries effectively
  • Understand the concept, characteristics, and types of services provided by customer serivce staff
  • Listen effectively, ask questions and summarize to respond fully to customers' requests 
  • Identify ways that can add value to customer relationships and exceed expectations
  • Practise how to turn customer's disappointment into a positive experience

Who Should Attend?

  • Frontline Customer Service Representatives
  • Sales and Support Teams 
  • Supervisors and Team Leaders
  • Employees in Customer-Facing Roles

Course Details/Schedule

Day 1

  • The definition and importance of customer service
  • Customers service from the point of view of the employee  
  • Responsibility for customer service staff
  • Understanding customer's expectations
  • Different customers behaviors 
  • Keys to engaging with customers 
  • Active listening – including taking notes

Day 2

  • Handling customer enquiries
  • Creating lasting first impressions 
  • Tone, clarity, and professionalism in speech
  • Building and maintaining rapport
  • Effective Written Communication (Emails, Chat, and Reports)
  • Managing live chat and social media inquiries

Day 3

  • Prioritizing tasks in a fast-paced environment
  • Managing multiple customer interactions efficiently
  • Reducing stress while handling high workloads
  • The importance of knowing your products/services
  • Techniques to stay updated on offerings
  • How to provide personalized service
  • Upselling and cross-selling techniques
  • Following up with customers for long-term engagement

Day 4

  • Customer contact model and service standards
  • Building and managing service quality
  • Evaluating service quality from the customer's perspective
  • An action plan for customer service excellence
  • Excellence over competitors
  • Building customer relationships
  • Relationship triangle – trust and loyalty

Day 5

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Complaint handling practice
  • Effective problem-solving and conflict resolution
  • Strategies for de-escalating tense situations
  • Turning complaints into opportunities
  • When and how to escalate issues to higher management
  • Service recovery