Master Customer Service Skills

COURSES AND TRAININGS

Corporate Courses

Overview and purpose

Course Overview and Purpose
Every interaction with a customer is an opportunity to build trust, solve problems, and create lasting loyalty. Yet, delivering exceptional customer service in today’s world is challenging, customers are more demanding, situations are unpredictable, and expectations are constantly rising.
The Master Customer Service Skills workshop is a 6-day immersive experience designed to address these exact challenges. Whether you’re a customer service professional or aspiring to work in this dynamic field, this course will equip you with the modern tools and strategies needed to thrive:
• Communicate with clarity and empathy to build genuine customer relationships.
• Handle challenging customers and resolve service issues confidently.
• Create memorable customer experiences that lead to loyalty and positive referrals.
• Harness technology to deliver fast, efficient, and personalized service.
This is not just theory, it’s a hands-on, action-packed workshop where you’ll learn, practice, and master skills that make a real difference. And you’ll end the experience with a guided tour of Rome, where inspiration meets timeless beauty.

Learning Outcome

By completing this course, participants will:
• Communicate effectively and actively listen to understand and meet customer needs.
• Confidently manage difficult customer interactions and turn challenges into opportunities.
• Use emotional intelligence and empathy to connect with customers on a deeper level.
• Design and deliver outstanding customer experiences that exceed expectations.
• Integrate technology to streamline service and improve customer satisfaction.
• Measure service success using KPIs to ensure continual improvement.
• Leave with a clear action plan to elevate customer service within their organization.

Admission information

Language: English
Language Level Prerequisites: B2 or above
Audience:
• Customer service professionals in retail, hospitality, call centers, and client-facing roles.
• Aspiring individuals looking to stand out and build a career in customer service.
• Team leaders and managers focused on improving service quality and team collaboration.
General Prerequisites: Participants are encouraged to bring real-world customer service scenarios to discuss and solve during the workshop.
Maximum Number of Participants: 20

location

Rome, Italy – Classroom-based learning combined with cultural exploration activities. Participants may also join remotely via live streaming.

Duration and Daily Schedule

6 days (including a guided cultural tour of Rome).

Daily Schedule

Day 1: Introduction to Modern Customer Service

Morning: Workshop introduction, understanding the evolution of customer service, and identifying modern customer expectations.
Afternoon: Interactive case studies and role-play exercises to apply core concepts and handle real-world customer scenarios.

Day 2: Communication and Active Listening

Morning: Practical techniques for effective verbal and non-verbal communication in customer interactions.
Afternoon: Role-play activities to master active listening and customer engagement through real-life situations.

Day 3: Understanding Customer Psychology and Building Empathy

Morning: Explore customer psychology, emotional intelligence, and their impact on customer satisfaction.
Afternoon: Scenario-based activities and empathy-building exercises to connect with customers and anticipate their needs.

Day 4: Managing Challenges and Service Recovery

Morning: Strategies for managing challenging situations, de-escalating conflicts, and maintaining professionalism.
Afternoon: Service recovery simulations and hands-on problem-solving to turn dissatisfied customers into loyal advocates.

Day 5: Leveraging Technology for Service Excellence

Morning: Learn to use modern tools and technology to streamline customer service processes.
Afternoon: Real-world case study analysis and development of technology-driven service solutions.

Day 6: Action Planning and Guided Tour of Rome

Morning: Develop actionable strategies and present personal action plans to elevate customer service quality. Certificates awarded for successful completion.
Afternoon: Guided cultural tour of Rome’s iconic landmarks, including the Colosseum, Trevi Fountain, and Piazza Navona, for inspiration and celebration of your achievements.

Why Choose This Course

Your customers deserve the best, but the skills to deliver outstanding service aren’t always easy to master. This workshop is designed to meet you where you are and give you the tools, strategies, and confidence to:

Handle every customer interaction professionally, no matter how challenging.
Build relationships that foster loyalty, trust, and repeat business.
Use modern technology to simplify processes and improve service quality.

More than a training course, this is an experience that equips you to stand out in your field while enjoying the cultural inspiration of Rome.

What Sets Us Apart

Practical, Action-Oriented Learning: Less theory, more hands-on practice with role-plays, simulations, and real-world examples.
Focus on the Human Side: Understand customer behavior and use empathy to build stronger connections.
Master Service Recovery: Gain confidence in turning negative experiences into opportunities for loyalty.
Tech-Enabled Excellence: Learn to use technology as a tool for faster, smarter, and more efficient service delivery.
Professional Certification: Receive a recognized certificate to boost your career opportunities.
Cultural Inspiration: Wrap up your experience with a tour of Rome’s historic landmarks to reflect, connect, and celebrate.