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Course Description

This course equips professionals with essential communication, problem-solving, and de-escalation techniques to handle diverse customer interactions. Customer service representatives, support staff, and client-facing personnel benefit by learning how to resolve conflicts efficiently and deliver consistent service. Participants gain practical skills in active listening, emotional intelligence, and structured service recovery.

Course Objectives

  • Identify core customer needs and expectations across different communication channels.
  • Apply active listening and professional phrasing to de-escalate tense situations.
  • Develop structured strategies for efficient conflict resolution and service recovery.
  • Analyze customer feedback data to improve service delivery and prevent recurring issues.
  • Create a personalized action plan for maintaining service quality in daily operations.

Who Should Attend?

Customer service representatives, support staff, and client-facing professionals seeking to improve their communication and conflict resolution skills.

Course Agenda

Day 1 – Foundations of Effective Customer Service

  • Defining customer service excellence and business impact
  • Understanding customer psychology and expectations
  • Mastering verbal and non-verbal communication fundamentals
  • Practicing active listening and empathy in interactions
  • Hands-on: Role-playing foundational communication scenarios to practice active listening and empathetic phrasing.

Day 2 – De-Escalation and Conflict Resolution

  • Recognizing triggers and escalating customer behaviors
  • Applying de-escalation frameworks for high-stress situations
  • Managing difficult conversations with calm assertiveness
  • Executing effective service recovery models
  • Hands-on: Simulating a heated customer dispute to apply step-by-step de-escalation and recovery techniques.

Day 3 – Process Improvement and Action Planning

  • Gathering and analyzing customer feedback metrics​ Identifying root causes of recurring service failures
  • Designing individual and team service standards
  • Course wrap-up, Q&A, and action planning for next steps
  • Hands-on: Developing a personalized implementation plan to address a specific service bottleneck in the participant's workplace.

Assessment Methodology

All courses conducted by EdTech will begin with a Pre-evaluation and end with a Post-evaluation. The instructor will evaluate the knowledge and skills of the participants according to the feedback given by participants. This will help to recognize the benefits and the level of knowledge gained by participants through the course.

Training Methodology

Facilitated by a highly qualified specialist, who has extensive knowledge and experience; this program will be conducted using extensively interactive methods, encouraging participants to share their own experiences and apply the program material to real-life work situations in order to stimulate group discussions and improve the efficiency of the subject coverage.

Percentages of the total course hour classification are:

  • ​40% Theoretical lectures, Concepts and approach
  • 20% Motivation to develop individual skill and Techniques
  • 20% Case Studies and Practical Exercises
  • 20% Topic General Discussions and interaction

Course Manual

Participants will be provided with comprehensive presentation material as reference manual. This presentation material is a compilation of core valuable information, references, presentation methods and inspiring reading which will be used as a part of the material guide.

Course Certificate

At the completion of the course, all participants who successfully accomplished the required contact hours will receive an EdTech Training Participation Certificate as a testimony to their commitment to professional development and further education.

Why Edtech ?

  • Industry Experienced; Internationally Qualified Trainers
  • Hands-on Practical Sessions & Assignments
  • Intensive Study materials
  • Flexible Schedules
  • Realistic training methodology
  • High-Quality Training in Affordable Course Fees
  • Achievement Certificate, as approved by the Ministry of Education (Abu Dhabi Center for Technical and Vocational Education Training - ACTVET), HABC, AWS, IAOSHE, SHRM, etc.