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Description

Customer Relations: Welcoming Customers, Handling Requests and Building Daily Loyalty

Give every customer contact the same quality of listening, response and follow-through on commitments

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

A customer calls once and is promised a call back. He calls again and repeats his problem to a different person. Everyone does their best, yet answers vary from one team member to another, commitments made are not recorded and complaints surface too late. Perceived quality ends up depending on whoever picks up the phone.

These two days establish shared reference points. Participants work on opening the conversation and active listening, structure their responses by telephone and in writing, learn to handle a complaint without being overwhelmed and turn an incident into an opportunity to strengthen the relationship. Service commitments are put in writing.

Learning objectives

  • Structure a customer conversation from opening to close
  • Apply active listening to identify the customer's real request
  • Write clear written responses the company can honour
  • Handle a complaint while limiting escalation and proposing a solution
  • Put verifiable service commitments in writing

What makes this programme different

Calls and emails brought by participants are reworked live
A listening grid built by the group is then used to assess role-play exercises
Difficult situations are replayed until both sides reach an acceptable wording

Programme

1What the Customer Expects

Setting the foundations of the relationship

  • Moments of truth along the customer journey
  • The gap between expected delivered and perceived quality
  • Consequences of an incomplete or late response
  • Shared reference points for attitude and wording

2Managing the Conversation by Telephone

Listening before answering

  • Opening the call and introducing yourself
  • Questioning and active listening
  • Restating the request and checking understanding
  • Announcing a lead time or a refusal
  • Closing the call and committing to a call back

3Writing to the Customer

Responses that are clear and deliverable

  • Structure of a response email
  • Wording a refusal without closing the relationship
  • Choosing words that commit the company
  • Proofreading and personalising the message

4Complaints and Customer Loyalty

Handling the incident and making the most of it

  • Receiving the complaint and acknowledging the emotion
  • Working towards a solution and goodwill gestures
  • Dealing with a dissatisfied or aggressive customer
  • Follow-up after resolution and reporting root causes

Who is it for

Account officers and contact centre advisers as well as sales support staff and technicians in direct contact with customers.

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.