Customer Service

Call Centre Excellence

Master the Perfect Telephone Etiquette to Win & Retain Customers

In-House Programmes

What's so different about this programme?

Public Programme Dates & Schedule

Doha: 29-31 Oct'18, 5-7 Mar'19, 21-23 Jul'19, 3-5 Nov'19
Duration:3 Days
Fees: QAR 6400

Who Should Attend:

  • Call Centre Supervisors a & Team Leaders
  • Call Centre Team Members
  • Tele-sales Professionals

Course Objectives

  • Learn how to win over customers in the first 30 seconds on the phone
  • Understand how to manage your own state and reflect your positive state on customers
  • Master questioning and listening skills to make clients feel safe and ensure satisfaction
  • Obtain linguistic tools and vocal techniques to build common ground and rapport
  • Explore ways to tap the motives and hidden psychological needs of customers
  • Identify ways to negotiate effectively for win-win outcomes
  • Master objection handling and deal skilfully with difficult or challenging customers.

What will you gain?

By the end of this course, you will be able to: 
  • Recognise your communication style, and how to make every phone interaction with the customer a positive experience
  • Overcome fear and become confident in handling any type of customer with skill and professionalism
  • Understand caller behaviour and quickly assess customer needs and issues
  • Tactfully diagnose and effectively control any difficult customer interaction on phone
  • Adopt a range of voice techniques to give an cheerful and professional impression
  • Master structured questioning techniques to glean information from customers
  • Use the art of persuasion to effectively negotiate outcomes
  • Become skilful at managing and maintaining your own attitude and composure in stressful situations
  • Turn dissatisfied customers into satisfied ones using tried and tested telephone conversation tips.

Course Content

Introduction to Customer Service and General Call Protocol
  • Introduction to Customer Service
  • What is my communication style?
  • What are your customers’ expectations?
How your state affects your Client
  •  State management 101
  • The role of Mirror Neurons
  • State Awareness
  • Emotional Management
  • Sustaining a positive attitude
Who are your clients?
  • Types of clients
  • Clients’ motives
  • Hidden needs
Techniques for maximum focus on your client's needs
  • Questioning techniques
  • Precision Questioning Techniques
  • Holding the space
  • Offering and eliciting options
  • Eliciting “Hot Buttons”
  • Asking the right questions to find the key criteria for your client’s decision making
It’s not what you say; it’s how you say it (Linguistic and Vocal exercises)
  • Intonation
  • Pitch
  • From Problem Frame to Solution Frame
  • Directing the conversation
Selling/Negotiation techniques
  • The art of persuasion
  • The law of reciprocity
  • Linguistic patterns for Persuasion
  • Making it compelling
  • Making it memorable
Handling Objections and Complaints
  • Types of complaints
  • Reframing
  • Dealing with difficult people
  • When do we pass it?
Tips for maximising Customer Satisfaction
  • 7 telephone conversation tips to ensure high customer satisfaction
Stress Busting
  •  How to stay fresh and prepare to take calls under stress and pressure.

Our Clients



Company Brochure
Company Brochure
Public Calendar
Public Calendar
Nationals Development
Nationals Development English


Arabic Profile
Arabic Profile
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