Training: Customer Service Skills (Offline/Online)

Description

Customer Service Skills (Distance Learning/Online & Offline)

Who Should Attend?

This course is ideal for anyone who interacts with customers—whether in person, over the phone, or online. It is especially suitable for frontline staff, customer service representatives, sales and support teams, receptionists, and anyone looking to improve their communication and service skills.

Why Enrol in This Course?

Enrolling in this course empowers participants with practical skills to deliver exceptional service, handle complaints professionally, build lasting customer relationships, and create a positive service culture. Whether you're new to customer service or want to sharpen your skills, this course provides tools, techniques, and confidence to excel.Short Course Outline with Brief Explanations

Customer Service Foundations

Module 1: Introduction to Customer Service
Will cover the definition, value, and impact of customer service. Participants learn the difference between internal and external customers, and how managing expectations leads to satisfaction.

Module 2: Professional Image & Attitude
Will Focus on presenting a professional appearance and attitude, making strong first impressions, understanding non-verbal cues, and managing stress to stay professional under pressure.

Module 3: Communication Skills
Explores verbal and non-verbal communication, active listening, empathy, and overcoming communication barriers. Includes interactive activities to practice these skills.

Handling Customers Effectively

Module 4: Customer Needs & Expectations
Will Help the participants to identify customer needs, exceed expectations, and recognize key moments in service that shape customer experience.

Module 5: Problem Solving and Complaint Handling
Will teaches how to handle common complaints calmly, apply a structured resolution process, and turn negative situations into opportunities for loyalty.

Module 6: Telephone and Online Customer Service
Will Cover the best practices for delivering excellent customer service via phone, email, and chat, including managing difficult communications professionally.

Advanced Service Skills & Excellence

Module 7: Dealing with Difficult Customers
Will provide the strategies for identifying difficult customer types, de-escalating conflict, applying emotional intelligence, and setting respectful boundaries.

Module 8: Building Customer Loyalty
Will focus on creating memorable experiences, following up after service, ethical upselling, and leveraging complaints as loyalty-building moments.

Module 9: Teamwork and Service Culture
Will highlight the importance of collaboration, supporting teammates, promoting a culture of service excellence, and using feedback for continuous improvement.

We look forward to receiving your application.

Further Details

Duration: 3 Days 

Offline Start & End Date: 17th May 2025 to 19th May 2025): (6:30pm – 9:00pm)

Online Start & End Date: 24th May 2025 to 26th May 2025): (9:00am – 10:30am)

Location Office: Ali Gobannimo Building, 3rd Floor, Togdheer, Hargeisa.

(Register Early -->>Click Here To Register )

Requirement

Registration Fee: Individual $15

Bank Account Details

Deposit to Bank: Dahabshiil Bank

Account Name: African Academy for Professionals

Account Number: HRGD75468

Mobile: +252634730610

ZAAD/WhatsApp: +252634730610

Office Line: 523851

Web: https://www.aapsom.com

Training Facilitator

About the Trainer

This course is delivered by Ahmed Abdirahman, a seasoned customer service professional with over 6 years of hands-on experience in diverse service environments. With a strong background in customer relations, team supervision, and frontline service delivery, the trainer brings real-world insight, practical examples, and a passion for service excellence. Participants benefit from a facilitation style that is engaging, supportive, and results-driven.