Customer Service

Course Objectives / Learning Outcomes:

  • The objective of the course is to enhance the skills, knowledge and capacity of both potential and existing staff.
  • The course shall introduce core principles of customer services enabling employers in adopting correct attitude in terms of handling customer interactions.


Learning Outcomes

At the end of the course, participants should have a good understanding of:

  • Apply the essential principles of customer services to anyone who wants your ‘output’. Ask effective questions from customers to get results.
  • Use empathy to maintain rapport with customers.
  • Professionally respond to a customer’s demands & requests while maintaining rapport
  • Sequence your sentences effectively to get maximum results
  • Handle phone conversations professionally
  • Read and interpret body language signals and use them to enhance your communication skills
  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise


Profile of Participants:

  • Professional adults, students and the public


Duration of Course

  • 8 hours



  • MQA approved
  • Certificate of attendance issued by ABS