Course Overview

This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

Training DurationTotal Training Hours : 12 Hours
Training Duration : 1-2 Weeks
Total Training Days : 2 Working Days
Training SchedulesWeekdays (Sunday to Thursday)

WeekEnds (Friday & Saturday)
Certifications:1) Certificate from Laurels Training Institute, Attested by Knowledge & Human Development Authority (KHDA) government of Dubai, UAE

2) Certificate from American Institute of Professional Studies (AIPS) from USA (After 15 Days of course Completion which will couriered to the attendees office address)
Learning AidsYes
Course MaterialHard & Soft Copies of Study Material
Language of InstructionEnglish
Instructor HelplineYes
1. Email
2. Social Media (For Emergency requirements)
Registration Requirements1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
Mode of Payment:Cash / Cheque / Credit Card / Bank Transfer.
Eligibility Criteria
(Who should attend this training)

• Regular Sessions: 3-4 Hours per Session for 4 days. Classes are offered on Weekdays or Weekends (Friday / Saturday). Weekdays Schedules are from 10.00 am to 2.00 pm or 2.00 to 6.00 or 9.00 pm.

• Fast Track Sessions: 6-8 Hours Per day for 2 Days "

Course Benefits

The training will enable you to get a placement in Hospitality industry (projected salary between $ 1000-3000) in Hotels, Clubs, Bars, Resorts, etc. For in service working professional a job promotion is highly prospective.

Course Contents / Outline

Responding to the Voice of the Customer 

What do your customers expect?

Serving Internal and External Customers

Active Listening and Questioning Skills

How to Read your Customer’s Body Language

Developing a Top-Down Customer-Centric Culture 

Creating a Customer Service Vision and Strategy

Steps for Implementing a Customer-centric Service Model

The Best and Worst Customer Service Providers

Most Admired Leadership Traits

Going the Extra Mile to Provide Customer Service Excellence

The Power of a Positive Attitude

Is your team ready for takeoff?

Presenting a Professional Appearance

How to Use Customer Service to Increase Sales and Brand Loyalty

Brainstorming for Ideas to improve the “customer experience”

Measuring and Monitoring Customer Service Satisfaction

Why is measuring customer satisfaction important?

Customer Service Satisfaction Measuring and Monitoring

Techniques for Giving and Receiving Feedback

Best Practices for Processing Customer Service Issues

Service Recovery Strategies to Maintain Customer Loyalty

The Impact of Social Media on Customer Service

Building Employee and Team Motivation

Coaching and Mentoring Team Members

Stress Management Tips and Techniques

What is your Action Plan?



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