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Advanced Customer Service Skills

Advanced Customer Service Skills

Location Erbil

Fee $160

Course Date

Monday, 17 February 2025

Course Overview

Exceptional customer service goes beyond basic problem-solving and responding to inquiries. This two-day full-time training focuses on advanced customer service strategies that empower participants to build trust, manage challenging situations, foster loyalty, and elevate customer experiences through emotional intelligence, strategic problem-solving, and effective communication. Designed for customer service representatives, team leaders, and managers, this course provides practical tools and insights to master complex interactions and consistently deliver exceptional service.

Learning Outcomes

  • By the end of this two-day course, participants will be able to:

  • Enhance Emotional Intelligence (EQ) in Customer Interactions

  • Use empathy, self-awareness, and emotional regulation to build trust with customers.

  • Apply Advanced Problem-Solving Frameworks

  • Resolve complex customer issues using structured problem-solving strategies.

  • Handle Difficult Situations with Confidence & Professionalism

  • Manage customer complaints, conflicts, and challenges through de-escalation and negotiation strategies.

  • Build Stronger Customer Relationships

  • Analyze customer feedback and use insights to optimize personal and team performance.

  • Implement Strategic Communication Skills

  • Use advanced communication strategies, including active listening, assertiveness, and storytelling, to connect with customers.

Course Content
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Day 1: Emotional Intelligence, Communication, and Problem-Solving

  • Session 1: Emotional Intelligence in Customer Service

  • Session 2: Advanced Communication Skills

  • Session 3: Advanced Problem-Solving Techniques

  • Session 4: Managing Difficult Customer Situations

Day 2: Relationship Building, Feedback, and Strategic Service Delivery

  • Session 5: Building Trust and Customer Loyalty

  • Session 6: Using Customer Feedback for Continuous Improvement

  • Session 7: Advanced Negotiation & Conflict Resolution

  • Session 8: Action Planning and Implementation

Delivery Methods

  • Interactive workshops and role-plays

  • Group exercises and case study analysis

  • Real-world problem-solving scenarios

  • Self-assessments and action planning

​Time and Duration

  • Duration: 2 days

  • Time: 09:30 – 16:30

  • Language: English

  • Format: Classroom-based

  • Refreshments: included

  • Fee per person: $160

  • Location: Erbil, mselect office

Payment

Must be made 7 working days before the start of the course. Payment can be made in cash, by bank transfer or through exchange offices.

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How do I register?

You can register by emailing training@mselect.com with the following details:

  • Full Name:

  • City/Town:

  • Email Address:

  • Phone number:

  • Name of the course:

​register now