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Description

Customer Care: Handling Requests, Crafting the Response and Building Loyalty

Respond quickly and accurately across every channel while keeping relationship quality consistent

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Requests arrive by telephone, email, web form and messaging apps, often more than once. Replies become over-standardised, follow-ups slip through the cracks and the customer ends up telling the same story to several different people. Speed becomes the only metric anyone looks at, at the expense of perceived quality.

Two days to professionalise request handling: qualify the enquiry, choose the right channel, write clear and personalised replies, and use assistive tools without losing the human relationship. Participants work on their own messages and leave with reworked templates.

Learning objectives

  • Qualify an incoming request and route it to the right level of handling
  • Write a clear personalised and well-structured written reply
  • Adapt your style to the channel used by the customer
  • Use templates and assistive tools without producing impersonal replies
  • Follow a request through to closure confirmed by the customer

What makes this programme different

Participants' written replies are reworked line by line during the session
The group builds a library of customisable response templates
Cases worked on come from participants' real inboxes

Programme

1Receiving and Qualifying the Request

A good start saves three unnecessary exchanges

  • Identify the real request behind the customer's wording
  • Check the context and the missing information
  • Classify the request by nature and urgency
  • Route it to the right level of handling
  • Commit to a realistic turnaround time

2Writing a Reply That Is Understood

Write to be read only once

  • Structure the reply from the conclusion down to the detail
  • Replace internal jargon with words the customer understands
  • Deliver bad news without evasive phrasing
  • Proofread against a simple checklist before sending

3Handling Requests Across Channels

One customer, one story

  • Adapt your register for telephone, email and instant messaging
  • Ensure continuity between two successive channels
  • Log exchanges to avoid making the customer repeat themselves
  • Choose the call-back channel best suited to the situation

4Using Tools Without Losing the Human Touch

Save time where the customer does not see it

  • Build customisable response templates
  • Use a knowledge base and keep it up to date
  • Review and adapt a reply suggested by an automated tool
  • Spot the situations that require direct human contact
  • Track requests through to customer confirmation

Who is it for

Customer advisers, support officers, sales administrators and anyone handling customer requests across multiple channels.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.