Did you know it’s at least 5 times more expensive to get a new customer than to maintain an existing one?

In some industries, the cost of new customers can skyrocket to 25 times the cost of retaining an existing one. A shocking number.

But still, studies show only 18% of companies focus on keeping customers while 44% put more effort into finding new customers.

Effective after-sales customer service is essential to the growth of every company.

Through excellent customer service at each stage of interacting with your brand, a one-time customer could become a loyal customer, and ultimately a brand advocate who’ll spread the word about your company, for free.

Great customer service is the key to growing your business.

In this article, we’ll look at the best customer service courses in the UAE.

Best Customer Service Courses in UAE

With so many competitors in the market competing on price, your best bet is to compete on customer service. Learning the best practices of excellent customer service and mastering the art of customer care requires training.

Here are the 5 best customer service training courses in UAE:

  • 7-star customer experience
  • Telephone Etiquette (ILM certificate)
  • Customer service (ILM certificate)
  • Help Desk Skills
  • Customer Relationship Management

Ideally, your customer service training should be tailored to your company.

Taking into consideration your industry and the specific challenges your company is facing.

Let’s look at each of these courses in more detail.

1. 7-star customer experience

7-Star Customer Experience

If you don’t want to settle for one-time customers and prefer building long-term relationship, then great customer service is something you need to focus on.

By providing unmatched customer service you’ll gain a customer’s loyalty for years.

With this course your team will:

  • Understand the true value of 7-star customer experience
  • Learn to see your service through the eyes of your customers
  • Analyse your customers’ experience at each touchpoint within your customer journey
  • Understand your customers’ needs, expectations, and pain points
  • Evaluate the factors that affect customer behaviour
  • Build a true service culture by providing higher emotional engagement in every interaction

Duration: 2 – 3 days
Mode of delivery: face-to-face, virtual, hybrid

2. Customer service (ILM certificate)

Customer Service

According to the ILM survey, 88% of employers reported a positive impact on their business after ILM training programmes, and 78% of employers said they saw an increase in their income.

This course is designed for customer service representatives, customer-facing professionals, or anyone who’d like to learn the techniques and strategies for outstanding customer service.

With this course your team will:

  • Understand exactly what customer satisfaction is
  • Effortlessly build up trust and rapport with your customers
  • Learn how to get a ‘win-win’ outcome with your customers
  • Identify the needs and requirements of your customers
  • Understand internal and external customer stress
  • Develop techniques and strategies to handle complaints effectively
  • Learn how to communicate across different cultures

Duration: 2 – 3 days
Mode of delivery: face-to-face, virtual, hybrid

3. Telephone Etiquette (ILM certificate)

Telephone Etiquette

Often we don’t see our customers in person, with phone communication being the main interaction between our company and our customers.

Therefore, it’s important your representatives can deliver the right message and portray your company in the best possible way.

A single phone call can gain or lose you a customer, so the importance of telephone etiquette can’t be stress enough.

This training will boost your team’s phone communication skills and enhance your company’s image.

The learning process includes dynamic learner/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes, and valuable techniques and tips that each participant can take back to the workplace.

With this course your team will:

  • Learn how to create the right impression of themselves and your company
  • Identify and overcome the challenges of communicating by phone
  • Develop a rapport with callers
  • Identify the best practices of telephone etiquette when answering, holding, or transferring calls
  • Learn how to manage difficult or aggressive customers and successfully resolve problems

Duration: 2 – 3 days
Mode of delivery: face-to-face, virtual, hybrid

4. Help Desk Skills

Help Desk

Often customer experience with your sales team can be excellent, only for your support or technical staff to drop the ball.

Many organisations focus too much on training the sales force and overlook IT help desk agents, technical support staff, and other employees that speak to customers most often.

Help desk training teaches employees all aspects of customer service, including communication techniques, managing customer frustration, increasing customer receptivity to solutions, and getting to the real problem using efficient listening skills.

With this course your team will:

  • Improve their communication skills
  • Help non-technical customers get their message across in a ‘stress-free’ manner
  • Learn how to listen actively
  • Understand your customer’s needs and expectations
  • Successfully deal with difficult, irate, and frustrated customers
  • Know how to handle complaints effectively

Duration: 1 – 2 days
Mode of delivery: face-to-face, virtual, hybrid

5. Customer Relationship Management

Customer Relationship Management helps businesses understand their customers better.

When used effectively, companies can build strong personal bonds with their customers, which inevitably leads to better customer retention and loyalty.

With this course your team will:

  • Understand the benefits and the competitive advantage of using CRM
  • Know the challenges and constraints companies experience when incorporating CRM
  • Discover how technology can be leveraged to enhance a CRM initiative
  • Best CRM practices from multiple industries
  • Key decision variables related to CRM
  • Explore simple CRM techniques

Duration: 2 – 3 days
Mode of delivery: face-to-face, virtual, hybrid


First-time customers might choose your company because of great prices, product or service availability, creative ads, or attractive promotions.

But to get returning customers you need to provide exceptional customer service.

Getting a new customer is typically a time-consuming and labor intensive journey, including the efforts of your marketing team, salespeople, and other staff. Yet you can lose that customer in a blink of an eye because of poor customer service.

To avoid this unfortunate situation, your team must be ready to handle any unforeseen cases or complaints in a way that won’t ruin your company’s image and ensure your customers are happy.

Click here to see how we do customer service training in Dubai, Abu Dhabi and other cities in the Middle East.

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