Duration of Class : 20 hours
Availability of Weekend and Weekday slots
Certified Instructor
Flexible Schedules

Course Overview

Our Excellent customer service course is vital within a business; the learning your team will gain will support in perfecting how the manage phone communication and develop their skills is one of the best methods to make a great first impression.

How companies handle phone calls can directly impact their success; therefore, it is essential to have good call handling skills. Contacting your customers through the telephone is the primary means of communicating with your customers. Thus, the experience must create an outstanding first impression, especially with new and potential clients; specific protocols must be adhered to when representing the company best.

Course Breakdown

  • Increased confidence in dealing with all types of callers
  • The ability to consistently create a good impression for yourself and your organization by creating your own internal ‘Telephone Charter.’
  • Techniques to be professional when answering calls, transferring calls, putting callers on hold, dealing with inquiries, dealing with ‘difficult’ callers, etc.
  • The best approach for handling complaints on the telephone
  • To understand how every individual using the telephone contributes to the company’s overall image.
  • To identify the skills and techniques required for excellent telephone etiquette.
  • To learn the best language and voice tone to use when speaking to different types of callers.
  • To understand the importance of active listening and effective questioning.
  • To identify correct and incorrect telephone standards for dealing with all calls.
  • To learn and practice how to be helpful and practical on the telephone.
  • Learning Strategies to manage Customer interaction
  • Call Center Communication skills and abilities
  • Learn how to handle calls of different difficulty levels with confidence and professionalism
  • Know how to structure your telephonic communication to handle various types of calls
  • Improve your questioning techniques for better control of the conversation
  • Master the techniques to cope with caller’s objections, issues and complaints


  • Who should take this course?

  • Individuals who work in positions relevant to managing phone calls
  • All employee levels
  • Assistants, Secretaires, office managers and executives


  • Why should I take this course?

  • To learn new methods handle communications through the phone with clients.
  • To master the etiquette of communicating over the phone
  • To learn to represent your company in a prestigious way when interacting with clients
  • Understanding the importance of how to listen and respond back


  • Takeaways from course:

  • Certificate upon completion of the course.
  • An eye-opening experience that can help you improve your work performance.



  • Accredited by

    Frequently Asked Questions

    We are known as the leading training institute in the GCC with 40 years of experience in designing custom-made training programs dedicated to developing professional skills for greater success. On completion of every course, students earn a government approved and/or an internationally accredited certificate. NADIA is officially licensed by KHDA and ACTVET, the educational government authority for Dubai and Abu Dhabi, respectively.

    Earning a professional Certificate will increase your chances to:
  • Enhance your job prospects
  • Enrich your resume/CV
  • Standout in an aggressive and competitive hiring market
  • Improve your eligibility for a job promotion
  • Enhance your work productivity and confidence
  • Upon completion of a training course with NADIA Global, we will connect you with clients within our network once you have applied to one of their job openings that suits your background and expertise.

    Our classes can be scheduled depending on your requirements and the availability of our trainers. We offer Weekend and Weekday classes. In addition, you have the flexibility to join classes virtually or at any of our training institutes for face-to-face classes. Your preferred venue can be agreed on with one of our training consultants at the time of course registration.

    We provide several different options including installment payments through tabby. The payment method can be agreed on with one of our training consultants at the time of course registration.

  • Skills evaluations and needs analysis
  • Tailored presentations and materials depending on student’s expertise and learning requirements
  • Engaging activities including role playing and group discussions
  • Interactive digital content
  • Interactive boards
  • Best practices and case studies
  • Trainer Q&As
  • Examinations and tests
  • At the completion of every course, we request our students to fill in a form to rate our course material and content, our trainers, and the student’s overall experience of the training to help us make improvements where needed.

  • Improve your employees’ performance in areas requiring further development or improvement to achieve your company’s goals and targets
  • Motivate your employees and boost their morale
  • Elevate your employee’s loyalty to your company
  • Enhancing your employee’s skills and knowledge will result in reduced supervision and increased time efficiency at work
  • Our resources and facilities enable us to conduct trainings for up to xxx students at a time on location at our training institutes. If you require our training service for larger groups, we can conduct the training at any preferred off-site venue. Our trainers are also available to fly abroad for any international requirements

    You can contact us through our Toll-Free number +971 800 2566 where one of our training consultants would be pleased to answer your questions. Our office hours are 9 am to 7 pm Monday through Friday. Alternatively, please visit us in-person at any of our training institutes in Dubai or Abu Dhabi.

    Our trainers are highly qualified subject matter experts with an average of 10 years of professional education experience. They constantly ensure that students can apply the subject knowledge learnt in class to real-life scenarios and are capable to educate audiences across departmental levels. Our trainers undergo frequent evaluation using the most sophisticated training evaluation techniques to ensure that the best training standards are delivered, and the best learning outcomes are achieved.