Delivery Methods
LIVE VIRTUAL TRAINING
Join interactive sessions via Zoom/Teams. Engage with trainers and peers in real-time, access recordings post-session, and complete hands-on activities remotely. Ideal for global teams or those seeking flexibility.
FACE-TO-FACE ON-SITE TRAINING
Experience immersive learning at your organization or our training center. Benefit from in-person networking, practical demonstrations, and tailored group exercises. Perfect for team-building and role-specific skill development.
Course Overview
Outstanding customer service is a competitive differentiator in every industry. This course equips participants with the frameworks, skills, and mindset to deliver world-class service that meets international benchmarks. By focusing on customer expectations, communication, and problem resolution, the program builds the capability to handle diverse customer interactions with confidence and professionalism. Participants will learn how to create consistent experiences, recover from service failures, and embed a culture of excellence across the organization—turning satisfied customers into loyal advocates.
Course curriculum
Module 1: The Global Standard of Service Excellence — Defining principles and benchmarks
Module 2: Customer Expectations and Service Culture — Aligning behaviors with customer needs
Module 3: Professional Communication Skills — Active listening, empathy, and clarity
Module 4: Managing Complaints and Service Recovery — Turning problems into loyalty opportunities
Module 5: Customer Journey Mapping — Identifying touchpoints for improvement
Module 6: Consistency and Quality Standards — Applying global frameworks for service delivery
Module 7: Leadership in Customer Service — Driving accountability and role modeling excellence
Module 8: Continuous Improvement — Using feedback and KPIs to elevate service outcomes
Key Takeaways
Who should attend this course?
Do You still need more help? contact our Program Enrollment Specialist
Nada Al-Awfi
Reply “JOIN
Customer Service Excellence (Global standard)
” to get started!
General FAQ
Are there any prerequisites to join?
Most courses are open-entry and require no prior training. For advanced or technical programs, we may recommend specific background knowledge or work experience, which will be stated in the course outline.
Will participants receive certification?
Yes. Upon successful completion, participants receive a Turning Point Training Institute Certificate of Completion, issued and attested by the KHDA (Knowledge and Human Development Authority) upon request. For customized on-the-job programs, participants may also earn CPD-accredited points, recognized by professional bodies internationally, also upon request.
What do Turning Point courses focus on?
Our courses are built for real-world impact through an On-the-Job Training (OJT) delivery model. We focus on field-relevant skills, actual workplace scenarios, and job-specific outcomes—ensuring participants apply what they learn directly within their day-to-day roles. Training is not limited to the classroom; it’s embedded into real tasks, real tools, and real-time operations to maximize relevance and retention.
Can Turning Point courses be converted into academic credits?
In select cases, participants may be able to use their training experience as part of a Prior Learning Assessment (PLA) process to earn academic credit at a university. Turning Point acts as a facilitator—we help you document your learning, align it with academic standards, and prepare submissions. However, we do not guarantee credit transfer. Final decisions rest entirely with the admitting university, based on its internal criteria, policies, and case-by-case evaluation.
