Professional Certificate in Customer Service

12 hours




Better customer service and interactions generate increased loyalty and satisfaction, which in turn, ensure better business results and industry-leading growth. It’s all about seeing things from their perspective, talking customers’ language and striving to meet their needs and concerns, and it’s absolutely crucial to us at LEAD too.  This training is proposing to transform the front of house operations into a better one for the benefit of all the customers whether external or internal – and to create positive defining moments during every interaction.


At the end of this training participants will be able to:

  • Identify the benefits of great customer service
  • Recognize barriers to the delivery of outstanding customer service
  • Adapt to specific customer behavior styles
  • Demonstrate how to measure customer satisfaction levels and take corrective action if needed
  • Use techniques for dealing with angry customers
  • Practice how to turn customer service disappointment into a positive experience
  • Identify your customers’ needs
  • Business Etiquette and customer service
  • Sell your product in a creative way
  • Understand the importance of social media
  • Follow up with customers.


  • How to Raise Customer Service Quality from
Ordinary to Extraordinary
  • Developing a new customer experience strategy
  • The Importance of Meeting Customer Expectations
  • Why Ordinary Customer Service Is Common
  • Owning the Customer Experience: What Does It Mean?
  • Business Etiquette:
    • Appearance Counts!
    • Creating an Effective Introduction
    • Making a Great First Impression
    • Professional Introductions
    • The Handshake
    • Telephone Etiquette
    • Developing an Appropriate Greeting
    • Dealing with Voice Mail
    • Mobile Phone Do’s and Don’ts
    • Meeting Do’s and Don’ts
    • Business Email Etiquette
    • Dressing for Success
    • International Etiquette
  • Social Media
  • The impact and benefits of Social Media on customer service performance
  • Marketing in the new era of social networks
  • Leading customer service transformation
  • Identify your customers’ needs
    • Effective Communication Skills for Handling Customers
    • Active Listening
    • Effective Listening Skills
  • Transforming Customer Complaints Into Opportunities
    • Transform complaints into additional sales and service opportunities.
    • Use a consistent process to resolve and recover from complaints.
    • Deal with emotional and logical aspects of complaints.
    • Analyze the root causes of complaints to identify opportunities for strengthening customer relationships.
    • Apply methods to manage emotions and reduce stress when resolving complaints.
  •  Generating Return Business
    • Personal Selling:
    • Opening a sales call.
    • Probing.
    • Handling objections.
    • Closing the sales.
  • Using Body Language to Your Advantage
  • Following Up with customer