The British Academy for Training and Development offers an "Excellence in Customer Service" course, designed to introduce participants to outstanding customer service standards in a competitive work environment. The course emphasizes the importance of developing reliable strategies and effective negotiation techniques to handle various types of customers in general, and difficult customers in particular. Customer service serves as the primary defense line for companies to retain their clients from competitors and ensures customer satisfaction and continued business.

Additionally, this course focuses on enhancing customer loyalty and satisfaction by equipping participants with the necessary skills and behaviors for effective customer interaction and handling complaints, turning them into opportunities to build trust and customer loyalty. The course also covers the application of service quality practices and models, as well as mastering tools to improve service quality.

• The meaning of customer service
• Definition of customer service, its functions, and concepts
• Customer service in a competitive environment
• The importance of customer service in achieving company goals
• Customer service tactics used for fruitful communication with customers
• Internal and external customer service
• Identifying internal and external customers
• The importance of internal and external service
• Establishing productive relationships
• The service-profit chain
• Managing customer expectations according to personality types
• Understanding your personality type and other personality types
• Objectively handling customer requests
• Developing communication skills to deal with a larger number of customers
• Levels of service provided to customers
• Strategies and procedures to satisfy customers
• Dealing with different personality types
• Effective communication skills for dealing with customers
• Identifying your and your customer’s listening style
• Developing relationships with customers
• Easily building rapport with customers to increase influence
• Effective terminology and skills for phone and electronic communication
• Proper behavior with customers
• Understanding human emotions
• Developing mental strategies to maintain optimism and composure
• Using body language to control your emotional state
• Changing your mental state to avoid negative emotional reactions
• Dealing with difficult customers
• Recognizing customer behaviors and handling them effectively
• Understanding anger management
• Turning an angry customer into a happy one using retention strategies
• Positively interacting with angry customers