Understanding Customer Services

Location Erbil

Fee 250


Tuesday, 16 May 2023


Thursday, 18 May 2023

Customer Service

Always putting your customer at the center of your business creates a service driven culture. The best and most successful businesses clearly understood this fact. This three-day customer service training course will motivate participants to becoming more customer focused and more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. participants will learn how to become more flexible communicators who are able to engage better with customers, portray energy, commitment and ownership in each customer interaction. This three-day program will energize your staff to deliver world class service that leaves customers with a lasting positive impression.

Course Outcomes

By the end of this course, you will be able to:

  • Define a Customer and Customer Service

  • Comprehend the true meaning of Customer Service

  • Develop a customer-centric mindset

  • Provide Excellent Customer Service

  • Create an excellent customer experience

  • Manage Complaints & Turn Complaints into Praise

  • Listen to your customers and understand their issues

  • Use the best communication skills

  • Make customers your partners

  • Create loyal customer

Course Objectives

By the end of this training course participants will be able to:

  1. Discover the attitude, skills and knowledge needed to be a successful customer service representative.

  2. Explain the importance of measuring & benchmarking service as well as the value of a lost customer.

  3. Realign their thinking about customer complaints and understand the opportunities in each challenging customer situation.

  4. Understand what true customer loyalty is and the importance of their role to ensure a positive customer experience.

  5. Understand the concept of plus one's and the value of exceeding customer expectations in each customer interaction.

Course outline

Module 1 : What do customers want?

  • What customers want?

  • Logic Vs Emotion

  • Winning customers hearts

  • Customers want CASH

Module 2 : This thing called "Loyalty"

  • Defining a lifetime customer

  • Drivers of customer loyalty

  • Keeping Customers loyal and plus one's

  • Why customers leave and cost of losing a customer

Module 3 : Measuring customer satisfaction:

  • Importance of customer feedback

  • Methods of collecting customer feedback

  • What is NPS?

  • Rate my NPS activity

Module 4 : Having The Right skills and attitude:

  • Attitude, Skills and Knowledge

  • Having the right service mentality

  • Rapport = Results

  • Strategies for building rapport

Module 5 : Value of a complaint:

  • A Complaint is a gift

  • Ground rules for receiving a complaint

  • Avoiding customers hot buttons and forbidden language

Module 6 : Customer service techniques:

  • Seven Diffusing techniques

  • Disengaging

  • Face saving out

  • Empowering customer

Who should attend this course:

  1. Anyone who deals with customers in an organization

  2. Associates who communicate with clients on a regular basis

  3. Sales staff who want to improve their sales and their relationship with their customers

Time & Details

Time: 10:30 – 15:30 pm, classroom based

Duration: three days

Language: Kurdish/Arabic

Location: mselect Venue, Erbil Iraq.


Must be made 5 working days before the start of the course. Payment can be made in cash, by bank transfer or through exchange offices.

How do I register?

You can register by emailing with the following details:

  1. Full Name:

  2. City/Town:

  3. Email Address:

  4. Phone number: