فنون خدمة العملاء - Customer Service Techniques

The Customer Service Techniques program aims at introducing the concepts and techniques of customer service for public employees. The course consists of three modules. The first represents the basic concept of customer service, the second explains the different types of customers and the third introduces different communication styles for each of the customer types.


2. Course language /
Arabic /

3. Who is this course for? /

لمن هذا التدريب؟

- Public employees working in the service provision and delivery for citizens.
- Adults over 21 years old and all genders
- Have an academic degree
- People being able to read and speak simple Arabic
- Beginner level dealing with online courses and technology


4. What will you learn/ what skills will you acquire? /

ما سوف تتعلمه في هذا البرنامج التدريبي

- By the end of this eLearning course the learner will be able to:


Module 1
- Differentiate between regular customer /citizen service and an excellent one
- Demonstrate the business/personal impact of excellent customer /citizen service
- Listing the Steps to excellent customer /citizen service
- Reviewing some common customer /citizen care principles


Module 2
- Differentiate between the different types of customers /citizens
- Identify his/her personality type
- Deal with customer /citizen using the DISC approach

Module 3
- Show how to communicate with customer /citizen
- Deal with customer /citizen complains
- Apologizing & conveying bad news to a customer /citizen
- Describing how to negotiate with customer /citizen


4. How much time do you need to invest in the course?
- The full course including the final test is around 60 mins



5. What certification will you receive?
- Certification of attendance upon completion. After finishing the course, please go to "Achievements" to download your course certificate.