Sylvie Greco
Partner - IT Governance & Consulting
Introduction
A practical and interactive training programme designed to strengthen customer communication, service mindset and professional accountability in corporate environments.
Participants develop the skills to manage everyday client interactions, handle challenging situations professionally and contribute to customer satisfaction and long-term loyalty.
Learning Outcomes
By the end of the programme, participants will be able to:
- Understand their impact on the overall customer experience
- Communicate with clarity, confidence and empathy
- Handle complaints and difficult conversations professionally
- Add value in every client interaction
- Contribute to customer satisfaction and long-term loyalty.
Course Content
Module 1: Understanding Customer Service Excellence
- What customer service really means within the organisation
- Self-reflection: expectations vs current practices
- Why service quality matters
Module 2: Delivering Positive Customer Experience
- Understanding customer expectations
- Managing everyday interactions professionally
- Communicating with empathy and confidence
- Building trust through consistent behaviour
Module 3: Managing Complaints & Difficult Situations
- Recognising signs of dissatisfaction
- Active listening and emotional control
- De-escalation techniques
- Turning complaints into opportunities
Module 4: Creating Loyal & Satisfied Customers
- Moving from “service” to “experience”
- Delivering added value in every interaction
- Contributing to long-term customer relationships
Training Approach
- Needs analysis
- Interactive workshops and real-life scenarios
- Practical tools and structured feedback
Programme Structure
- Audience: Customer-facing professionals, support teams and supervisors
- Level: Beginner to Intermediate (No technical background required)
- Delivery: In-person/Live Online
- Accreditation: MQA Approved
- Funding: Eligible for HRDC Refund
- Recognition: CPD points available
