Management & HR
Institutional Restructuring Training Kit
A kit on managing organisational change and crises, diagnosing institutional failure, and the concepts, reasons and methods of administrative and financial restructuring.
6 sessions
Customer Service Representative Skills Training Kit
- 15 days
- 30 sessions
- 120 min / session
- 60 hours in total
- Intermediate level
- Arabic
Description
This training kit presents professional content that helps training bodies and institutions develop the performance of front-line employees by developing the skills of the customer service representative according to the best modern practices.
It also focuses on building a customer service strategy, and strengthening customer service skills that contribute to improving the customer experience, raising the level of professionalism in dealing with various situations, and supporting institutions in implementing customer service staff training programmes in a way that is reflected in increasing customer satisfaction, improving the institutional image, and maintaining customer loyalty and attracting new customers efficiently and sustainably.
Objectives
- Apply the skills of the customer service representative in dealing with customers with professionalism.
- Employ the most important customer service skills to improve the quality of service and strengthen customer satisfaction.
- Implement the principles of customer service strategy in a way that supports achieving the institution's objectives.
- Manage situations, challenges and complaints with effective methods that achieve a positive customer experience.
- Contribute to improving the performance of front-line employees and building long-term relationships with customers.
Who it's for
Customer service representatives and managers, front-office staff, and anyone developing the customer experience.
Training sessions
- Introductions and programme opening
- Customer service
- Who is the customer
- How customers are classified
- Training activity
- The customer's importance to the organisation
- Why people (customers) deal with different organisations
- The customer runs the organisation
- The concept and nature of customer service, and what it means
- Features of customer service
- Training activity
Version 1 — updated 16 October 2026
We keep the content up to date; every download gets the latest version.
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Frequently asked questions
Customer service representatives and managers, front-office staff, and anyone developing the customer experience.