Customer Service Specialist Skills - Dubai 16 November 2025
: 66Introduction:
With the growing intensity of market competition and organizations’ increasing reliance on service quality to achieve excellence, customer service has become the cornerstone of building a positive organizational image and ensuring customer loyalty.
A Customer Service Specialist serves as the first point of contact representing the organization’s values and professionalism. The role requires advanced skills in communication, problem-solving, stress management, and a precise understanding of customer needs.
Hence, this training program is designed to equip participants with the knowledge and practical skills needed to deliver exceptional customer service aligned with global best practices.
Course Objectives:
By the end of this training program, participants will be able to:
- Understand the strategic role of customer service in organizational success.
- Develop effective communication skills (listening, body language, tone of voice).
- Apply practical methods for handling complaints and turning them into improvement opportunities.
- Build positive and long-term relationships with customers to strengthen their loyalty.
- Use persuasion and influence techniques to enhance customer satisfaction and advocacy.
- Handle work pressure and challenging situations with high professionalism.
- Utilize digital tools and Customer Relationship Management (CRM) systems to improve the customer experience.
- Commit to professional ethics and quality standards in customer service.
Scientific Themes:
Module 1: Introduction to Customer Service
- The concept and importance of customer service in the business environment.
- The difference between customer service and customer experience.
- Types of customers (internal and external) and the characteristics of each.
- Customer behaviors and expectations in the modern era.
Module 2: Effective Communication Skills with Customers
- Elements of effective communication (sender – receiver – message – feedback).
- Active listening skills and the art of asking questions.
- Using body language and tone of voice to build a positive impression.
- The art of writing professional emails and handling phone conversations.
Module 3: Handling Customers and Complaints
- Strategies for dealing with different customer types (difficult – angry – hesitant).
- Steps for complaint management and conflict resolution.
- Turning negative situations into opportunities to strengthen customer loyalty.
- Case studies and practical exercises.
Module 4: Building Long-Term Relationships with Customers
- Persuasion and influence techniques.
- Strategies for enhancing trust and transparency.
- Follow-up skills after service delivery.
- Loyalty programs and customer retention strategies.
Module 5: Sales Skills Supporting Customer Service
- Identifying customer needs and providing suitable solutions.
- Cross-Selling and Up-Selling techniques.
- Recommendation skills for effective client guidance.
- Enhancing the customer experience to achieve complete and lasting satisfaction.
Module 6: Time and Stress Management
- Organizing the work environment and setting priorities.
- Handling call pressure and managing multiple clients.
- Controlling emotions during difficult situations.
- Balancing efficiency and quality in performance.
Module 7: Technology in Customer Service
- Using Customer Relationship Management (CRM) systems.
- Providing customer service through digital channels (phone, email, chat, social media).
- The role of Artificial Intelligence (AI) and chatbots in customer service.
- The impact of digital transformation on the customer experience.
Module 8: Customer Service Ethics and Professional Conduct
- Professional principles: transparency, integrity, commitment.
- Protecting customer privacy and personal data.
- Ensuring fair treatment for all customers.
- Adhering to organizational and international quality standards.
Module 9: Measuring and Improving Customer Service Performance
- Key Performance Indicators (KPIs) in customer service.
- Tools for measuring customer satisfaction (Surveys, NPS, CSAT).
- The role of feedback in performance improvement.
- Developing and implementing continuous improvement plans.