(Click Category to List Courses)

25 - CMR - Customer Relations

MCR 110 - Service Excellence

Code Start Date Duration Venue
MCR 110 24 April 2023 5 Days Istanbul Registration Form Link
MCR 110 19 June 2023 5 Days Istanbul Registration Form Link
MCR 110 14 August 2023 5 Days Istanbul Registration Form Link
MCR 110 09 October 2023 5 Days Istanbul Registration Form Link
MCR 110 04 December 2023 5 Days Istanbul Registration Form Link
Please contact us for fees


Course Description

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Course Objectives

  •  Identify the key concepts in relation to providing customer service excellence
  • Review, refine and develop further both the skills and processes required to ensure excellent customer service
  • Establish the skills required to identify new or additional sales opportunities
  • Practise these skills in a number of customer service situations

Who Should Attend?

  • Help-desk and End-user Support Professionals 
  • Managers 
  • CEOs
  • Anyone who wants to provide an excellent service to his customers

Course Details/Schedule

Day 1

  • Review of customer service standards
  • Excellent customer service
  • Barriers to excellence – additional support required
  • Your customers: Internal and external
  • Developing customer's relationship
  • Building rapport
  • Demonstration empathy


Day 2

  • The Priority Matrix
  • Focusing on priorities to achieve objectives
  • Revising priorities
  • Consideration of impact and benefit

Day 3

  • Mastering the telephone
  • Essential communications skills
  • Internet customer service skills
  • Active listening: questions, statements and objections
  • Additional customer care channels and Internet customer service skills
  • Presenting bad news or saying ‘no’ in a positive manner

Day 4

  • Creating a professional image – environment / use of phone / email / messages
  • Structuring expectations
  • Identifying additional sales opportunities
  • Time Management Strategies.taking control of your time: time analysis, task identification, task analysis and time prioritization
  • Customer specific scenarios with feedback and coaching

Day 5

  • Stress management strategies
  • Discussion: What is stress? What causes stress?
  • Managing stress (or even eliminating stress)
  • Action planning
  • Evaluation
  • Summary