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160 Hours -
30 Seats -
Online -
Technical
Schedules of Program
- Overview
- Accredited By
Overview
Program Overview
Customer service and customer experience are critical drivers of organisational reputation, customer loyalty, and sustainable performance. In today’s service-driven environments, organisations are expected not only to meet customer needs, but to deliver consistent, positive, and well-designed experiences across every interaction.
The Customer Service and Customer Experience Improvement Program is a comprehensive professional training programme designed to equip participants with the practical skills, behaviours, and tools required to deliver high-quality customer service and continuously improve the customer experience. The programme focuses on developing service capability at both the individual and organisational levels, combining communication skills, problem-solving techniques, customer psychology, and experience improvement strategies.
Participants learn how to interact effectively with different customer types, manage challenging situations, resolve issues professionally, and contribute to the design and delivery of exceptional customer experiences across service channels.
What You’ll Learn
- Deliver professional and consistent customer service
- Understand customer needs, expectations, and behaviours
- Communicate effectively using verbal and non-verbal techniques
- Handle customer complaints and difficult situations confidently
- Apply structured approaches to problem-solving and decision-making
- Use persuasion and influence ethically in service interactions
- Improve customer satisfaction and loyalty
- Analyse and improve customer experience touchpoints
- Design and deliver positive, memorable customer experiences
- Contribute to service excellence and organisational reputation
Main Topics in the Program
- Customer Service Fundamentals
- Understanding Customers
- Communication Skills for Customer Service
- Problem Solving and Decision-Making
- Handling Difficult Situations
- Persuasion, Influence, and Negotiation
- Customer Experience (CX) Concepts
- Customer Experience Improvement
Program Outcomes
- Deliver high-quality customer service across service channels
- Communicate professionally with different customer types
- Resolve customer issues efficiently and confidently
- Handle complaints and difficult interactions effectively
- Apply customer psychology to improve service outcomes
- Analyse and improve customer experience touchpoints
- Contribute to increased customer satisfaction, loyalty, and retention
- Represent their organisation professionally in service roles
Who This Course Is For
- Customer service and contact centre staff
- Sales, marketing, and relationship management teams
- Customer experience (CX) officers and specialists
- Public relations and front-office staff
- Supervisors and team leaders in service environments
- Professionals who interact directly or indirectly with customers
- Employees working across service-based sectors
No prior customer service training is required.
Course Format
- Total duration: 160 hours | 40 Training Days
- Online instructor-led training
- Practical and interactive sessions
- Real-world scenarios and guided discussions
Accreditation
This programme is recognised and accredited by:
- TVTC (Saudi Arabia)
Application Method
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Step 1
Create your Maximus Academy account.
This gives you access to course information, registration tools, and HRDF-funded enrollment options.
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Step 2
Register for the training program.
Choose your cohort, complete your details, and secure your place in the next course
Accredited By
TVTC (Saudi Arabia)
Enroll Now
Supports Career Progression
A practical, accredited course designed to build in-demand skills that support career progression and real-world business needs.
Suitable for:
- Job seekers looking to strengthen employability
- Professionals seeking to advance or pivot their careers
- Businesses supporting staff learning and development
