• Enhances customer satisfaction – Learn to communicate effectively and resolve customer queries professionally.
• Improves problem-solving skills – Develop strategies to handle difficult customers and challenging situations.
• Boosts professionalism – Master phone etiquette, active listening, and rapport-building techniques.
• Strengthens sales and persuasion skills – Understand how to turn inquiries into successful business opportunities.
• Meets industry standards – Get trained in the best Call Centre UAE practices that align with global customer service benchmarks.

• Master communication techniques to deliver excellent customer support.
• Develop active listening and problem-solving skills for handling customer inquiries efficiently.
• Gain confidence in handling call centre operations and improving response times.
• Learn industry-proven strategies to build customer trust and loyalty.
• Enhance career opportunities with a KHDA-approved Call Centre Certification.
• Gain hands-on experience through role-playing exercises and real-world scenarios.

• Introduction
• Training Objectives
• Pre-Assignment Review

• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Q&A Session

• Getting Beyond the Gate Keeper
• Controlling the Call
• Difficult Customers
• Reporting
• Q&A Session

• Preparation
• Building Rapport
• Speaking Clearly - Tone of Voice
• Effective Listening
• Showing Empathy
• Q&A Session

• Self-Assessments
• Scripting Techniques
• Utilizing Sales Scripts
• Making the Script Your Own
• Cheat Sheets
• The Sales Dashboard
• Q&A Session

• S = Situation
• T = Task
• A = Action
• R = Result
• Q&A Session

• Open Questions
• Closed Questions
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Q&A Session

• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Q&A Session

• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Q&A Session

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Q&A Session

• Industry-Expert Trainers – Learn from experienced professionals in Call Centre Dubai operations.
• Practical Training Approach – Engage in real-life case studies, role-playing, and interactive activities.
• KHDA-Recognized Certification – Earn a certification that enhances career prospects in the UAE and beyond.
• Flexible Learning Options – Choose between online and in-person training based on your preference.
• Career Advancement – Gain valuable skills that make you a sought-after professional in customer service roles.

Cost: 4000 AED

Discount: 60% Off for Laimoon Users!

Duration: 26 Hours

• CPD-UK Accredited Certification: Earn a globally recognised credential.
• 24 Hours of Expert-Led Training: Learn from industry professionals.
• Comprehensive Curriculum: 9 modules covering planning, mentoring, teamwork, HR procedures, and more.
• Master Complaint Handling: Develop strategies to handle complex customer situations effectively.
• Flexible Payment Options: Convenient instalment plans available.

• The introductory course unit explores customer services as a concept, providing candidates with a broad overview of key customer service elements, the benefits of customer focus, identifying customer needs, caring for an existing customer base, and the evolution of customer service from a contemporary perspective.

• Course content in the second unit focuses more intensively on interpreting and understanding the needs and expectations of a target audience. Along with introducing the importance of customer understanding, candidates are guided through the process of listening to, questioning, and confirming customers.

• Customer service strategy development enters the discussion in unit 3, which centres largely around the establishment of objectives, outlining a clear customer service vision and mission, the most important areas to focus on when developing a customer service strategy and building a culture where customer focus always takes precedence.

• The concept of the customer service excellence strategy is the central theme in Unit 4, which guides candidates through the creation of a strategy, marketing customer excellence strategies for the benefit of brand reputation, and how to effectively introduce a new program to current employees.

• Precisely how, why, where and to what extent training and development are directly connected to customer service standards is explored in-depth throughout the 5th unit. Candidates investigate the identification of training and development objectives, a variety of effective training and development methods and how to incorporate customer service excellence in all aspects of training and development.

• The relationship between communication and a strong customer service strategy represents the core focus of Unit 6. Candidates are introduced to communications strategy development, internal and external customer communication, and a variety of training materials, tools, and approaches.

• The importance of repeat business and the development of long-term customer relations form the central themes of Unit 7. Course content explores the differences between satisfaction and delight, what it is that nurtures and encourages loyalty, why some businesses depend on long-term relationships more than others, and additional key concepts central to customer relationship management.

• Tried and tested strategies for dealing with unprofitable customers are introduced in Unit 8, guiding candidates through the analysis of customer value, better-understanding customer behaviour, and ultimately how to turn an unprofitable customer into a profitable customer.

• The value of customer feedback forms the central topic of Unit 9, in which candidates explore the true value and impact of listening to customers, effective monitoring and analysis of customer satisfaction, how to proactively monitor customer complaints, and the measurement of customer loyalty.

Cost: 3500 AED

Discount: 50% Off for Laimoon Users!

Duration: 24 Hours

Cost: 3995 USD

Duration: 5 Days