Call Center & Customer Experience Training – KHDA Approved
A practical, scenario-based Call Center & Customer Experience Training program designed to build strong call handling, communication, and customer experience skills for professionals dealing with customers daily.
Highlights
- KHDA Approved Training Institute
- Designed for Customer-Facing Professionals
- 2 Days | 10 Hours + 1 Day Practical Assessment
- Hands-on, real-world call center and customer interaction training
Course overview
The Call Center & Customer Experience Training is a hands-on program designed to equip participants with the skills and confidence to handle customer interactions effectively—from greetings to resolution.
This Call Center & Customer Experience Training course focuses on communication techniques, tone and empathy, complaint handling, and the delivery of consistent customer experiences across all touchpoints. It is ideal for professionals working in call centers, customer service, telesales, and front-office roles.
Participants will engage in practical exercises, role-plays, and real-life scenarios to develop strong communication skills that improve customer satisfaction and enhance brand reputation.
Upon completion of Customer Experience Training, participants will receive a certificate from TrainPoint Institute, with an option to obtain a KHDA-attested certificate.
Course details
- location
- Dubai
- duration
- 2 Days (10 Hours) + 1 Day Practical Assessment
- language
- English
- courseLevel
- All Levels
- certification
- Upon successful completion of the course.
- courseType
- Classroom / Online
- corporateGroupRates
- Corporate Group Rates Available
- publicBatch
- Public Batch Schedule & Fees Available
Why this training matters
Customer interactions play a critical role in shaping brand perception and business success.
- Deliver professional and consistent customer service
- Improve tone, empathy, and communication skills
- Handle complaints and difficult customers effectively
- Reduce escalations and improve first-call resolution
- Strengthen customer experience and brand image
Who should enroll
- Call center agents and customer service representatives
- Front office and reception staff
- Telesales and support teams
- Service desk and customer support professionals
- Corporate teams handling customer interactions
No prior experience is required.
What you will learn
- Professional call handling and communication techniques
- Active listening, tone, and empathy management
- Managing customer expectations and call closure
- Handling complaints and difficult situations
- Understanding customer journey and experience
- Turning service interactions into opportunities
- Building confidence in customer communication
- Delivering consistent service quality
Training Structure 2 Days (10 Hours) + 1 Day Practical Assessment
Day 1 — Call Handling & Communication Skills
Call Handling & Communication Skills
- Introduction to call center and customer service excellence
- Professional greetings and call openings
- Active listening and communication techniques
- Tone, empathy, and customer interaction skills
- Practical exercises and scenarios
Day 2 — Customer Experience & Complaint Handling
Customer Experience & Complaint Handling
- Understanding customer expectations and journey
- Managing customer interactions effectively
- Handling complaints and difficult customers
- Service recovery techniques
- Real-life role-play scenarios
Day 3 — Practical Role-Play Assessment & Evaluation
Practical Role-Play Assessment & Evaluation
- End-to-end call simulation exercises
- Individual participant role-play sessions
- Performance evaluation using structured rubric
- Feedback and improvement guidance
- Final assessment and certification
Meet your trainer
Shaheryar Mallick
Managing Director | Learning & Development & Corporate Training Leader 20+ Years | UAE | South Africa | India
Shaheryar Mallick is a highly experienced Learning & Development and Operations leader with over 20 years of international experience across India, South Africa, and the UAE.
As the Managing Director of TrainPoint Institute (Dubai), a KHDA licensed and ISO-certified training institute, he specializes in delivering high-impact, practical training focused on workforce capability building, leadership development, and professional skills enhancement.
He has successfully designed and delivered training solutions for government entities, real estate organizations, and corporate clients, helping teams improve performance, communication, and operational efficiency.
Known for his engaging, practical, and results-driven training style, Shaheryar focuses on ensuring participants gain real confidence and the ability to apply what they learn immediately.
Why study with Train Point
We redefine Training by focusing on practical skills and real-world relevance. Here’s why we stand out as your ideal partner in professional development:
Hands-On Learning
Our courses blend theory with practical application, ensuring you gain skills you can use immediately.
Industry Expertise
Learn from seasoned professionals who bring real-world insights, equipping you with the knowledge needed to thrive.
Certifications
Participants will receive a prestigious certificate upon completion.
TrainPoint Certificate
A testament to your skills and dedication.