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Description

Day-to-Day Customer Relations: Practise, Correct Your Reflexes and Progress

Two days of intensive practice on real situations rather than yet another round of theory

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

Experienced professionals already know the principles of customer relations. What resists change are the reflexes that take over under pressure: the automatic reply that cuts the customer off, the internal jargon that creeps back in, the awkward silence when a refusal has to be announced. One more lecture-style course will not shift those habits.

Two days built almost entirely around filmed role-plays, reviewed point by point. Each participant brings their own cases, works on telephone, email and face-to-face interactions, receives precise feedback and leaves with three development priorities that have been formulated and tested in the session.

Learning objectives

  • Conduct a complete customer interaction from greeting to conclusion on every channel used
  • Correct the language habits that undermine the customer relationship
  • Announce a refusal or bad news while preserving the relationship
  • Regain control of an interaction that is drifting off track
  • Formulate and test three personal development priorities

What makes this programme different

Theory is kept to a strict minimum in favour of practice
Each participant is filmed several times and reviews the footage against an observation grid
Scenarios are written from the situations brought by the group

Programme

1Diagnosing Your Current Practice

See yourself in action before correcting anything

  • Complete a filmed interaction without preparation
  • Analyse your own performance using a shared observation grid
  • Identify your language and body-language habits
  • Choose your development priorities for the two days

2Practising Everyday Interactions

Repeat until it feels natural

  • Greet the customer and frame the interaction within seconds
  • Ask questions without creating the impression of an interrogation
  • Restate a complex request
  • Close by confirming the customer's agreement

3Practising Difficult Situations

Hold your ground when the exchange becomes tense

  • Announce a refusal or a missed deadline
  • Handle a repeated complaint
  • Regain control with a customer who dominates the conversation
  • Manage a customer who disputes the information provided
  • Bring a conversation that drags on to a close

4Transferring the Skills to Every Channel

The same professionalism by telephone and in writing

  • Adapt your practice to the telephone, email and face-to-face settings
  • Rewrite your habitual written phrasing
  • Compare your performance on day one and day two
  • Formalise three development priorities and how they will be tracked

Who is it for

Experienced customer service and client-facing professionals who wish to correct ingrained habits through intensive practice.

Prerequisites

Several months of experience in a customer-facing or service delivery role

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.