Session Overview

The 9-week structured program combines coaching, knowledge transfer, practical assessments, and simulations to develop service professionals who are confident, competent, and customer-focused. It blends technical knowledge, behavior modeling, and soft skills to create measurable service improvement.

Learning Objectives

By the end of the certification, participants will be able to:

• Demonstrate professional communication and service etiquette
• Apply structured call handling and issue resolution processes
• Exhibit empathy, active listening, and tone modulation in conversations
• Handle escalations, objections, and emotional customers with confidence
• Maintain service quality aligned to company KPIs and customer expectations
• Self-assess and continuously improve service behavior through feedback

Training Methodology

• Simulations: Realistic customer interaction practice
• Lectures: Service excellence concepts and SOPs
• Quizzes: Knowledge checks after key sessions
• Pre/Post Assessments: Benchmark progress and effectiveness
• Personality Profiling: Understand agent traits and communication style
• Keynote Inspiration: Industry thought leader sharing final motivation

Importance of the Training Programme

• Standardizes Service Delivery: Ensures consistent customer experience
• Boosts Agent Confidence: Builds self-awareness and competence
• Improves Customer Satisfaction: Addresses tone, empathy, and resolution
• Drives KPI Alignment: Focuses on quality, AHT, FCR, and CSAT metrics
• Supports Talent Development: Provides a pathway for high-performing agents to grow