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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.
Topics Covered
Customer Service Fundamentals
- Concepts and principles of customer service
- Professional service standards and behaviours
- The role of customer service in organisational success
Understanding Customers
- Types of customers and customer behaviour patterns
- Managing expectations and service perceptions
- Psychological aspects of customer interactions
Communication Skills for Customer Service
- Effective verbal and non-verbal communication
- Active listening and questioning techniques
- Building rapport and trust with customers
Problem Solving and Decision-Making
- Identifying and analysing customer problems
- Structured approaches to resolving issues
- Making effective decisions in service situations
Handling Difficult Situations
- Managing complaints and objections
- Dealing with angry or dissatisfied customers
- Techniques for de-escalation and conflict management
Persuasion, Influence, and Negotiation
- Principles of persuasion and influence in service contexts
- Presenting solutions and service options effectively
- Basic negotiation techniques with customers
Customer Experience (CX) Concepts
- Understanding the customer journey
- Identifying customer touchpoints
- Measuring and analysing customer experience
Customer Experience Improvement
- Designing positive customer experiences
- Identifying improvement opportunities
- Strategies for service excellence and differentiation
Outcomes for Participants
- 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
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
This programme is recognised and accredited by:
- TVTC (Saudi Arabia)
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Supports Career Progression
- Job seekers looking to strengthen employability
- Professionals seeking to advance or pivot their careers
- Businesses supporting staff learning and development
