Customer Service


Making the Experience L2  

Who is it designed for?

  • Front line employees
  • Customer service supervisors/ team leaders & coordinators

Programme Overview

  • Managing quality: introduction to the cycle of pain
  • Explaining the performance gap and demonstrating ways to improve it
  • Demonstrating useful skills to handle a customer complaint in a professional manner
  • Using leadership principles to embed the service culture within the team
  • Monitoring and managing the customer service performance
  • How to develop and use Emotional Intelligence when dealing with customers

Phi Methodology

Our methodology relies on active participation within the learning process, that includes for this course, but is not limited to:

  • Interactive group & individual exercises
  • Role play exercises
  • Instructional games
  • Individual skill practice, followed by feedback from peers and trainer

The course will be accompanied by audio-visual tools such as instructional videos and DVDs.
Each delegate will receive an individual workbook with the associated set of hand-outs.



Minimum 2 years of experience in the service industry.


Group Size

12 - 14

participants maximum


2 Days

from 9 am to 5 pm

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