About
Programme Overview Exceptional customer experiences are created through consistent service, effective communication, emotional intelligence, and a customer-centric culture. Every interaction shapes how customers perceive an organization and influences loyalty, satisfaction, and long-term business success. Who Should Attend Customer service professionals Sales and client relationship teams Frontline employees Team leaders and supervisors Customer experience managers Learning Methodologies Interactive workshops Group discussions Customer journey mapping Role plays Workplace case studies Practical service simulations Reflection exercises Action planning Program Outline Day 1 – Foundations of Customer Experience Understanding Customer Experience Management Mapping the Customer Journey Understanding Customer Needs and Expectations Creating a Customer-Centric Mindset The Impact of Service Excellence Day 2 – Communication and Relationship Building Professional Communication Skills Active Listening and Empathy Building Trust and Rapport Managing Customer Expectations Personal and Business Etiquette Day 3 – Delivering Exceptional Customer Experiences Creating Memorable Customer Interactions Emotional Intelligence in Customer Service Personalising the Customer Experience Problem Solving and Service Recovery Handling Difficult Customers Professionally Day 4 – Customer Loyalty and Service Excellence Managing Customer Complaints Effectively Building Long-Term Customer Relationships Influencing Customer Satisfaction and Loyalty Cross-Functional Collaboration for Better Customer Experiences Measuring Customer Experience Performance Day 5 – Creating a Culture of Customer Excellence Building a Customer-Centric Culture Continuous Improvement in Customer Experience Innovation in Customer Service Personal Customer Experience Development Plan Workplace Action Planning and Commitments Duration 5 Days 9:00 AM - 2:00 PM Optional: Online / Face to Face Location Dubai Souk Al Bahar