Customer service is treated as a system: service standards, the customer journey, complaint handling, and measuring satisfaction and loyalty. Teams learn to deliver consistent service across phone, branch and digital channels.
About the program
Who is it for?
- Customer service staff and supervisors
- Branch and contact-centre managers
- Front-desk and relations teams
What you will achieve
- Map the customer journey and its pain points
- Set measurable service standards
- Handle angry customers and turn complaints into opportunities
- Measure satisfaction with NPS and CSAT
Program modules
- Service culture and standards
- Customer journey and touchpoints
- Communication and listening skills
- Complaints and difficult situations
- Measuring satisfaction and continuous improvement
Study modes
In person in Dubai
Monthly cohorts at our Business Bay centre.
In person across the Arab region
Riyadh, Jeddah, Cairo and other cities on request.
Live online
Same trainer, same content, from anywhere.
In-house
Designed around your team.
Certificate
Participants who complete the program receive a certificate accredited by Dubai’s KHDA, carrying a QR code for verification on the KHDA website.
Fees and dates
New cohorts start monthly. Send a request to get fees and the nearest date in your city.
FAQ
Are the certificates accredited?
Yes. Al Sarh Institute is licensed by Dubai’s Knowledge and Human Development Authority (KHDA), and every certificate carries a QR code that verifies it on the KHDA website.
When do cohorts start?
New cohorts start every month; dates vary by program and city. Send a request and we will share the nearest suitable date.
Do you deliver programs for companies?
Yes. We deliver any program to your staff at your premises, in Dubai or online, with sector-specific cases and a KHDA-accredited certificate for every participant.
Can I attend online?
Yes. Most programs run live online with the same trainer and lead to the same accredited certificate.