This course equips frontline staff with the essential skills, mindset, and techniques to deliver exceptional customer service across all touchpoints. Whether in person, on the phone, or online, participants will learn how to create positive experiences, handle challenges professionally, and represent their organization with confidence.
Learning Methodology
Instructor-led training with practical demonstrations
Real-life customer interaction roleplays
Industry-specific case study analysis
Group activities and feedback sessions
Personalized action planning
Learning Outcomes
By the end of this course, participants will be able to:
Deliver service that exceeds customer expectations
Handle complaints and challenging customers with confidence
Communicate effectively using both verbal and non-verbal cues
Understand and anticipate customer needs
Create lasting impressions that strengthen customer loyalty
Delivery Format
Duration: 3 days (in-person) or 5 sessions (online)
Format: Interactive workshops or virtual instructor-led sessions
Location: Can be delivered on-site or at designated training venues
Materials: Digital workbook, customer service toolkit, roleplay scripts
Certificate: Issued by Alverton Global upon completion
Course Features
- Lectures 39
- Quiz 0
- Duration 3 days
- Skill level Expert
- Language English
- Students 7
- Certificate Yes
- Assessments Yes
- 10 Sections
- 39 Lessons
- 3 Days
- Foundations of Customer Service Excellence4
- The Psychology of Customer Expectations4
- Verbal and Non-Verbal Communication Skills4
- Handling Complaints and Difficult Customers4
- Service Recovery: Turning Problems into Opportunities4
- Time Management in Customer-Facing Roles4
- Maintaining Professionalism Under Pressure4
- Creating a Positive Customer Experience Across Channels4
- Case Scenarios: Government, Retail, Hospitality, Health, Transport3
- Action Plan: Your Customer Service Commitment4
Requirements
- Basic communication skills
- Current or previous role in a customer-facing position preferred
Features
- Customizable for specific sectors and institutions
- Practical exercises, scenarios, and roleplays
- Tools and templates for immediate on-the-job use
- Applicable to both in-person and digital service channels
- Certified by Alverton Global
Target audiences
- Front desk staff, clerks, and tellers
- Customer care representatives in public and private sectors
- Retail, hospitality, healthcare, and transport staff
- Staff in NGOs, government service counters, and call centers
