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Functional Skills


The superior Intelligence grid managing the data of various departments and ministries...

  Principal consultant
A Central Intelligence Body
Customer Service

Program Overview

Developing excellent customer service skills is of utmost importance for the overall image and success of your organisation. It can lead to repeat business as well as recommendations. This program is designed to help participants learn the skills to communicate positively and professionally with customers — both internal and external and build a good relationship with them. Our program presents the most effective tactics for overcoming customer dissatisfaction by helping participants develop a personal action plan to improve their customer service skills. We offer strategies that employees can use to achieve a win-win situation for both, their companies and their customers.



  • Introduction to Customer Service
  • Who is my customer?
  • Excellence in customer service
  • First impression
  • Value & rapport building
  • Communication
  • Listening
  • Empathy
  • Ownership
  • Maintaining composure
  • Handling difficult situations
  • Probing
  • Telephone handling skills


Who should attend?

This cus­tomer ser­vice train­ing pro­gram is per­fect for any­one who pro­vides ser­vice to inter­nal or exter­nal cus­tomers includ­ing rep­re­sen­ta­tives in:

  • Cus­tomer ser­vice departments
  • Inside sales and order desks
  • Credit and collections



Learning Objectives


The program will enable participants to:

  • Learn standards of excellence in customer service.
  • Establish ‘Moments of Truth’, build rapport and demonstrate value.
  • Communicate effectively, learn different styles of communication and non-verbal cues in communication.
  • Take ownership, resolve problems and empathise to gain trust.
  • Handle difficult customers.
  • Develop listening skills, probing skills and telephone handling skills.


Delivery Method

Instructor-led classroom training led by an NIIT certified Instructor. 



Managed Training Services (MTS)