NEVADA | PROFESSIONAL EXPERIENCE

Program Professional Framework

ISM Endorsed Certified Customer Service Professional

Program Overview

Frontline staff shape how customers judge an organisation in every call, chat and counter visit. This course builds the core skills of a professional customer service practitioner: understanding customer needs, active listening and questioning, clear and courteous communication by phone, email, chat and in person, handling difficult and emotional customers, resolving issues at first contact and following service standards. It also covers cultural awareness for the diverse customer base in Gulf countries, bilingual communication and managing personal resilience during high-volume periods.

Learning Outcomes

✓Apply active listening and questioning techniques to identify the real need behind a customer request.
✓Communicate clearly and courteously across phone, email, chat and face-to-face channels.
✓De-escalate an angry or distressed customer using a structured calming technique.
✓Resolve common requests at first contact and hand over complex cases with complete information.
✓Follow service standards for response times, tone and accuracy.
✓Use practical techniques to manage stress and stay professional during peak periods.

Target Audience

Customer service representatives and agents
Contact centre and call centre staff
Front desk, counter and reception staff
Service team leaders coaching frontline staff

Detailed Program Modules

01The Customer Service Professional

Role and impact of frontline staff
Customer expectations and service standards
Service culture in GCC organisations

02Understanding Customer Needs

Active listening skills
Open and probing questions
Reading verbal and non-verbal cues

03Communicating Across Channels

Telephone etiquette and call structure
Writing clear emails and chat responses
Face-to-face service presence

04Handling Difficult Customers

Causes of customer frustration
De-escalation techniques
Saying no while keeping goodwill

05Resolving Issues

First-contact resolution techniques
Escalation and handover standards
Follow-up and closing the case

06Professional Resilience and Cultural Awareness

Serving a multicultural customer base
Bilingual communication tips
Managing stress and workload

Training Methodology

Interactive expert-led sessions grounded in workplace examples

Case studies and practical exercises drawn from the region

Group workshops with peer review of decisions and deliverables

Formative feedback against clear performance criteria

Applied Project & Assessment

Applied Project

Participants complete recorded role plays across phone, chat and face-to-face scenarios, including one difficult customer, and produce a personal service standards checklist with feedback from peers and the trainer.

Assessment

Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.

University Certificate & International Accreditation

Professional Certificate accredited by City University Malaysia in ISM Endorsed Certified Customer Service Professional

International accreditation: Global Leadership Organization (GLO)