COURSE NAME:Excellent Service and Extraordinary Customer Care


This course can be scheduled at your convenience, to request this course please click here


Have you embarked on the journey of improving customer service? How would you like to provide great customer service, learn to relate to your customers, fulfill their basic needs and exceed their expectations?

A course designed for all staff dealing with customers to improve their ability to achieve customer satisfaction and giving the right exceed care. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective.



  • Identify all the customers to your service
  • Identify what your customers require from your service
  • Plan your service so as to provide what the customer wants
  • Handle customer complaints and minimize customer dissatisfaction
  • Turn each complain into an opportunity to sell
  • Avoid common customer pitfalls


Communication Styles: Speaking your customer’s language


  • Communication input and output
  • Speaking your customer’s language
  • Identifying communication styles
  • Matching communication styles





Building Customer Rapport and Good Will

  • What words and actions signal a friendly "ready to help" attitude that makes customers feel important
  • How to effectively use voice inflection and body language to further communicate a positive message
  • Is my appearance, colors, and grooming are important in serving my customers?
  • What specific words and phrases make customers trust and like you
  • Is there any difference between man as a customer and woman as a customer?

How to Communicate with Customers

  • Simple techniques to identify customer needs
  • Are you Hearing or listening to your customers?
      • Ten tips for active listening
      • Five common barriers to listening
      • Encouraging customers to listen 
  • How you say it is just as important as what you say - how to hear yourself as others hear you
  • How to make certain you deliver service that exceeds their expectation

Handling Problems and Complaints

  • Recognizing the root sources of most misunderstandings and customer conflicts
  • How to repair a damaged customer relationship
  • How to say "no" when you have to without arousing resentment

Dealing with Difficult Customers

  • How to deal with unhappy, irrational, angry and upset customers
  • What to do when you feel yourself becoming angry with a customer
  • Using the H.E.A.R.D technique to diffuse emotional customers

Improving Communications in the Workplace- Internal Customers

  • Who is the internal customers
  • How to pinpoint communication breakdown
  • How to enlist the support of other departments and co-workers

How to avoid misunderstandings



Individuals who have direct contact with customers, people; employee level

    • 5 Day(s)

    The presentation is generally appealing to me. The dedication & devotion of the instructor are both laudable & admirable.
    Mohammed F. Alotaibi

    Really this course is important for any inspector, so I will recommended it for our employees. And thanks a lot!
    Ahmed Al-Yami

    You are doing excellent bringing such very talented instructor. Please keep it up.
    Ahmed Afifi
    Al-Zamil CoolCare

    I would like to appreciate you as well as the instructor for a good training due to the fact that the helping to gain new information about the types of valve with advantages and disadvantage as well. Many thinking.
    Zaki Ali Aldawood

    This course was very beneficial and helpful to understand one of the Major NDT method. I encourage ITC to continue with this performance.
    Talal Saad AlHasawi

    ITC service was in overall excellent. Thanks.
    Wael M. Morsy

    This course was good and a nice guide to the PMP exam. Thanks.
    Yazeed Mohamed Mreki
    General Authority of Civil Aviation (GACA)

    It was good course & good preparation with excellent instructor. Thanks a lot.
    Faisal Mahdi Al-Qahtani

    It was a nice course to have. I suggest taking this course with the same instructor to other people. Thanks for the instructor for his kindness & helfull during the course.
    Abdul-Moniem Al-Humoud

    It is very important course, which enable us to improve our knowledge to work approaching our big account and can be recall us the key account. This is will support us to active result for the best of the Co.
    Mohammed Amjad
    Al-Suwadi Services

    The instructor is highly and technical knowledgeable in explaining all the subject in the course taken.
    Noel V. Garan
    Coldstorec Group Of Saudi Arabia

    Instructor was well prepared and knowledgeable I gain lot of useful information.
    Gulam Khan
    Saudi Aramco

    It was a good learning experience. Got to know the concept involved in key account.
    Muthuraman Nachiappan
    Al-Suwadi Services

    The instructor Mr. Ahmed Sabry has a very nice spirit.
    Salam Fakhoury
    Al Khodari Company

    It is very useful to us and increase our knowledge.
    Mohammed Rashed Afifi
    Al Khodari Company

    The course is excellent and helpful. It help me in organizing the work in more safe manner.
    Muzammil Hayat
    Al Khodari Company

    The instructor is very knowledge and hard working, his way of teaching is very good.
    Ibrahim Darwish
    Al Khodari Company